3 Regional Retail Supervisor Job Vacancies – Q Sourcing

Job Title:    Regional Retail Supervisor (3 Job Vacancies)

Organisation: Q Sourcing
Duty Station:  Kampala, Uganda
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
For More Ugandan Jobs, Please
Visit http://www.theugandanjobline.com
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