The Ugandan Jobline

Job Title:    Regional Retail Supervisor (3 Job Vacancies)

• 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

• 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

• 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.

• 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.

• 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

• 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

• 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.

• 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

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