About US:
Q Sourcing is an East African human resource consulting and outsourcing company, combining unparalleled experience and expertise across business functions.
Job Summary: The Regional Retail Supervisor will manage the daily operations of company retail shop, including the daily work of the Customer Service Representative (CSR) to ensure that they work efficiently to achieve individual sales targets as well as provide excellent customer service to the client’s customers, ensures that the staff have all the necessary tools and skills to deliver excellence, to give customers a pleasant shopping experience. The incumbent also follows up on all outstanding or unresolved issues as well as completes many other duties necessary to run the retail shop in an effective and efficient manner. Receives feedback from customers regarding service quality and response time and take action where required.
Key Duties and Responsibilities:
1. Supervise all Retail Shop Activities:
Manage the shop day to day operations.
Generate shop annual plans to include activities that drive performance.
Actively communicate and enforce work schedules and re-align working hours based on shop location and customer habits.
Offer timely hands-on support and guidance to customer service representatives (CSR’s) and handle referred customers.
Follow up on the CSR’s escalated queries with the support teams to ensure prompt resolution as well as identify any skills gaps that require closure/ training.
Put in place remedial actions including training, coaching, discipline and workforce realignment, in instances of underperformance.
Regularly check and confirm the availability of working tools, systems and equipment at the CSR’s work stations
2. Monitor service quality of the company retail shop to ensure that customers are treated with utmost politeness and warmth:
Implement the shop quality management guidelines and conducts weekly quality (customer interaction) monitoring schedule and isolate cases of off spec performance
Seek/receive feedback from customers on shop service quality via surveys, mystery shoppers, internal feedback , Voice of the customer (VOC) etc.
Develop a coaching plan, schedule and conduct coaching sessions to address identified performance/skill gaps and bring about improvements in the quality of customer interaction among staff.
Identify own team wide coaching and development needs and refer these to the Trainer and Quality assurance team
Conduct service review meetings and provide performance feedback to staff
Minimize customer turnaround time during service delivery
3. Ensure improvement and achievement of set sales targets:
Develop, communicate, interpret and agree individual CSR targets
Support and monitor CSR’s individual performance to ensure the achievement of the set shop sales targets.
Ensure continuous month on month shop growth to facilitate business continuity.
Design and implement work process improvements based on shops past performance trend analysis that contribute to increasing sales from walk ins and field sales through the CSR team.
Identify the key product drivers for the shop, peak and off peak days/ hours and plan accordingly to ensure continuous growth performance for key drivers. In instances of under-performance, of other products puts in place remedial action plan to ensure improvement.
Ensure timely order processing of devices especially with consignment stock and new models.
4. Manage company retail shop merchandising and general look and feel in line with brand guidelines:
Ensure staff appearance in uniform (correct uniforms, name tags) and staff are fully available to support customer and ensure that security guards are well positioned.
Maintain a product display arrangement by product category label in an enticing manner to ensure a neat display of POS brochures, cabinets, correct price tags with detail slip per product with TV & DVD switched on to display company promotional materials.
Monitor the shops to ensure that general housekeeping and tidiness guidelines are adhered to in keeping a clean store appearance.
Ensure that the security system , health and safety equipment is fully functional and guidelines are adhered to.
5. Manage Cash and inventory in the shop:
Monitor shop stock to ensure proper and timely planning of inventory to avoid “out of stock” , ‘end of life’ and take adequate steps to prevent loss of inventory and stock.
Ensure track the daily cash flow to calculate the profit and loss of the shop, do cash registers, electronic cash management to manage the daily sales and the revenue generated
Ensure manual receipt transactions are reconciled in orca, printed out into manual receipt books, be accountable for all old shop receipt books and ensure that every CSR has an individual receipt books.
Complete all Orca payment mode entries, and ensure clearance all invoices on hold by close of business.
Manage all cheques received to ascertain that dates, months, figures , signatures and the banks are all correct and compliant to finance guidelines and that product clearance is issued on cheque maturity.
Manage all daily shop cash reconciliation in the cash sales tracker, bank previous day’s cash , attach deposit slip to report and take adequate steps to clear all cash shortages.
Adhere to monthly stock counts, consignment stock days, faulty stock process and manage/ complete stock transfer processes in time, in instances of variances ensure resolution before the next stock count.
Adhere to all fraud and revenue assurance guidelines
6. Maintain retail operations performance records to ensure timeliness and completeness:
Compiles and collates individual CSR performance files and folders
Daily sales/ performance activity reports
Weekly activity & performance reports
Compiles and collates operational reports
Orca payment mode entries should be up-to-date
Daily cash sales tracker – finance
Merchandising daily checklist report
Finance cash and stock reconciliation report
Compiles and collates team performance reports
Monthly performance dash and activity reports
Quality assurance reports (Mystery shopping, VOC and Customer Satisfaction Surveys)
Generates minutes of shop meetings
Continuously analyzes the above performance reports, concerns and escalations to identify potential improvements and make suitable proposals to management
7. Participate in the development of staff and people management:
Actively participates in the induction and training of shop CSR’s to ensure competence on company products and services, competence on devices from consignment stock and general customer handling skills.
Assigns roles and communicates performance standards to the team
Conducts team meetings, (daily briefings and weekly meetings) as per set schedule
Plan leave for staff and ensure seamless KPI achievement
Analyze and communicate performance results
Identify skills gaps, conducts continuous coaching and recommend training as needed.
Resolve team conflicts and continually motivate team members
Develop, coach and mentor an understudy to ensure succession planning to support business continuity.
Qualifications, Skills and Experience:
The applicants for the aforementioned jobs should hold Bachelor’s degrees or equivalent in business field or commerce
Extensive experience in a management role within the retail / call centre environment of which 1 year’s supervisory experience
Ability to operate in a sales performance driven organization
Strong commitment to providing exceptional customer service
Ability to build and maintain strong relationships.
A passion for customers and the customer experience
Experience in telecommunications or mobile industry desirable
IT literacy skills
Fluent in English
Strong customer focus
Result oriented and sales driven
Excellent analytical and problem solving skills
Excellent planning and organizational skills
Excellent interpersonal skills
Sets high personal standards and is goal oriented
Strong coaching and leadership skills
Excellent communications skills, both oral and in written
Team player
Age: 25 years and above
How to Apply:
All suitably qualified and interested candidates are invited to send a comprehensive CV by e-mail to recruitment@qsourcing.com.
Note: Kindly mark your application as “Application_Regional Retail Supervisor (RRS)” in the subject line of your email.
Deadline: 23rd February, 2015 by 5:00 PM