Supervisor (Maponya Mall)

OneCart PTY; Gauteng; On-site; ZAR 180,000 - 260,000; Full time

Job summary

OneCart PTY is seeking a Team Leader to guide Shoppers and Drivers, ensuring on-time order fulfilment and effective team performance. The role includes scheduling, training, and handling customer issues to maintain service excellence.

The successful candidate will manage staff, monitor KPIs, and ensure compliance with internal procedures while representing the company’s values in daily operations.

Qualifications

• Matric certificate or equivalent NQF level.
• 2-3 years of Team Leader experience within the retail industry is an advantage.
• Driver's licence.

Responsibilities

• Lead and supervise Shoppers and Drivers to ensure on-time delivery to customers.
• Allocate schedules and conduct regular staff meetings to improve performance.
• Address absenteeism and facilitate training for staff.
• Resolve customer complaints and escalate payroll queries as needed.
• Maintain real-time reporting: attendance, KPIs, and weekly core checklists.
• Act as an ambassador of the company and uphold its values.

Skills

Team leadership

KPI reporting

Staff management

Problem solving

Education

Matric or equivalent

Tools

Delivery app

GPS/maps

Job description

Introduction

To effectively coach and lead their team in achieving the agreed goals by
developing each team member's necessary skills to achieve the required results.
To ensure the on-time delivery of all customer orders placed and submission of
weekly reports.

Duties & Responsibilities

Team Management and Reporting

• To lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
• Spot check: Uniform (Shopper and Drivers)
• Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset.
• Support the team on special projects for continued operating efficiency and growth.
• Provide an operational perspective on logistics to ensure best practices and protocols.
• Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI's, related explicitly to on-time fulfilment. Daily and weekly KPI reporting.
• Train and develop shoppers.
• Demonstrate consistent application of internal procedures.
• Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organisational needs.
• Ensure an adequate stock level of brown bags, cold chain bags and stickers.

Staff Management

• Allocate schedules to all staff to ensure proper, efficient and effective management of the store orders.
• Conduct regular staff meetings with the team to improve performance, motivation and communication.
• Address absenteeism consistently and ensure the necessary corrective actions are taken.
• To facilitate training and coaching for staff members who generally lack service delivery.
• Ensure staff members resolve queries. Facilitate and manage queries submitted to head office timeously.
• Identify training needs and initiate suitable training to improve staff knowledge in their environment.
• Developing and managing team performance, offering feedback and demonstrating the desired skills and expected work ethic

Complaints Management

• Assist and attend to shopper and driver queries
• Resolves escalated customer complaints
• Provide constant feedback to the Area Manager on unresolved customer queries.
• Investigate and escalated valid Shopper and Driver payroll queries.
• Consults with relevant stakeholders to mitigate and solve problems

Reports and Checklists

• To ensure compliance of staff attendance.
• Ensures the following real-time 5-day core reporting checklists (Annexure A) is always available and visible as per agreed deadlines:
• Compliance
• Shoppers Performance KPIs
• Shopper focus and readiness
• Driver focus and readiness
• Planning for the following week- WFP optimisation
• Reports are accurate and timely submitted to relevant parties

Effective teamwork and Self –Management

• Must have access to a recent smartphone (iPhone 5 / Android 4.4 or newer) for the delivery app and GPS
• Maintain a positive attitude.
• Act as an ambassador of the company.
• As employees, be appropriately presentable and ensure a professional appearance.
• Take ownership of driving your career development (skills and knowledge)
• Plan and priorities, demonstrating abilities to manage competing demands to achieve agreed deliverables
• Communicate effectively, maintain relationships
• Follow any lawful and reasonable instruction from your line manager
• Act as part of the Operations team, mainly assisting other members of the team to achieve common goals
• Consistently live and be an example of the Company's values
• Timely reporting of all instances of suspected or proven fraud via the appropriate reporting channels.
• Adherence to the company policies and associated company policies and procedures

Desired Experience & Qualification

• Matric certificate or equivalent NQF level
• 2-3 years of Team Leader experience within the retail industry will be
• an advantage
• Driver's licence