Shift Supervisor

**Job Advert Summary**:
You will be responsible for managing day-to-day shift operations, maintaining discipline, ensuring service delivery standards are met, and driving continuous improvement across the team. This includes monitoring performance, handling escalations, enforcing company policies, and communicating effectively with both customers and senior management.

If you have a strong sense of accountability, thrive in high-pressure environments, and can lead with both discipline and empathy, this role offers the opportunity to play a vital part in maintaining safety, performance, and operational excellence

**Minimum Requirements**:

- Grade 12 / Matric (Compulsory).
- Reliable transport to and from work (shift-based).
- Willingness and ability to work rotational 8-hour and 12-hour shifts, including nights, weekends, and public holidays.
- Minimum of 2 years’ experience in an operational supervisory role.
- Proven experience in a supervisory or control room environment, preferably in risk, transport, or fleet operations.
- Strong leadership and communication abilities with a fair but firm approach to enforcing discipline.
- Exceptional attention to detail, problem-solving, and decision-making skills.
- Proficiency in monitoring and reporting systems (e.g., Vantage, Workforce, or similar platforms).
- Ability to manage multiple priorities and remain composed in high-pressure situations.
- High level of accuracy, urgency, and accountability.
- Excellent written and verbal communication skills for both customer and team interaction.

**Duties & Responsibilities**:
**Operational Oversight**

- Oversee real-time monitoring of events and ensure accurate identification of fatigue or risky behaviours.
- Manage event queues to maintain efficient handling times and escalate any delays or spikes in events.
- Monitor system and platform performance, escalating service interruptions, discrepancies, or outages to senior management immediately.
- Ensure adherence to Standard Operating Procedures (SOPs) and monitor performance against daily KPIs.
- Conduct investigations into operational errors or missed events, provide feedback, and implement corrective actions.
- Take initiative to identify process improvements and implement strategies to enhance service delivery and accuracy.

**Team Leadership and Discipline**

- Supervise a team of 50+ employees per shift.
- Encourage and motivate the team in a positive and uplifting manner.
- Provide clear direction, support, and motivation to staff while maintaining discipline and professionalism.
- Enforce company policies respectfully but firmly, addressing misconduct or policy breaches as needed.
- Conduct breathalyser tests and attendance checks at the start of shifts to ensure compliance.
- Allocate and monitor staff breaks to ensure continuous coverage throughout the shift.
- Handle performance issues promptly, issue warnings with proper documentation, and follow disciplinary processes appropriately.

**Administrative and Reporting Duties**

- Maintain accurate shift trackers, attendance records, and performance logs.
- Complete detailed shift handovers, highlighting all anomalies, escalations, or system issues.
- Prepare daily reports on performance, incidents, and key operational statistics.
- Ensure communication channels remain open and professional with internal teams and customers.
- Maintain an updated contact list for all customers and ensure escalation protocols are followed at all times.