Shift Operations Manager

2 weeks ago


Johannesburg, Gauteng, South Africa RTT Full time
Job Title: Shift Manager

The purpose of this role is to make strategic decisions based on performance indicators and exception dashboards to ensure that RTT meets its service level agreement to our customers. As a Shift Manager, you will be responsible for the development, recruitment, and retention of your team members. You will also be required to initiate and lead strategic decision-making processes and communicate effectively with various stakeholders.

Key Responsibilities:
  • Provide insights and information to RTT operational teams to ensure a stable and optimized delivery operation.
  • Ensure timely and accurate assignment of drivers within clusters, maximizing efficiency and delivering within RTT SLA.
  • Facilitate effective coordination and collaboration between control centre staff and other departments such as operations, IT, planning, and RTT's clients to streamline operations and resolve issues/incidents affecting the shift.
  • Manage and lead a team of Team Leaders within the Control Center.
  • Provide regular coaching and feedback to Team Leaders and Controllers, fostering a culture of continuous improvement and professional development.
  • Develop and maintain effective shift schedules that balance workload distribution, employee availability, and operational requirements to ensure optimal coverage at all times.
  • Monitor staffing levels and request resource allocation in response to fluctuating demand or unexpected events, minimizing disruptions and maintaining service continuity.
  • Maintain clear and open lines of communication with team leaders' customer experience manager and other stakeholders, ensuring timely distribution of information, updates, and instructions.
  • Work with the Customer Experience Manager on implementing process improvements, provide feedback on the effectiveness of initiatives, and act as a change agent for your shift.
  • Lead emergency response by following protocols and procedures, guide control centre staff, and effectively manage critical incidents or emergencies while ensuring the safety and well-being of drivers and RTT employees and minimizing disruption to operations.
  • Coordinate with external stakeholders, such as emergency services, to facilitate timely and appropriate responses to emergencies.
Requirements:
  • Comprehensive understanding of all tools and systems.
  • Effective application of all tools and systems.
  • Bachelor's degree in logistics, supply chain management, business administration, or a related field.
  • 3 years supervisory experience in logistics, transportation, or e-commerce operations within a shift-based structure is highly beneficial.
  • Familiarity with e-commerce platforms would be an added advantage.
  • Computer literate - MS Office.
  • Familiarity with communication technology such as email, phone systems, messaging platforms.


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