Key Responsibilities

Sales Floor Operations Management

• Monitor daily Sales Floor operations and workflow performance.

• Ensure operational activities are executed efficiently and within service level agreements (SLAs).

• Support supervisors in managing workloads and resource allocation.

• Ensure timely progression of customer orders through operational processes.

• Identify bottlenecks and implement corrective actions where required.

Performance Monitoring & Reporting

• Monitor operational statistics and team performance metrics.

• Analyse performance trends and identify areas for improvement.

• Support implementation of corrective actions to improve service delivery.

• Assist with operational reporting and KPI tracking.

Team Leadership & Development

• Support supervisors and team leaders in managing daily operations.

• Assist with performance management and staff development initiatives.

• Foster a culture of accountability, teamwork, and continuous improvement.

• Provide coaching and operational guidance where required.

Stakeholder Engagement

• Resolve operational escalations and service-related issues.

• Liaise with internal departments including:

  • Warehouse

  • Customer Service

  • Finance

  • Operations Teams

• Ensure effective communication regarding operational challenges and resolutions.

Process Improvement

• Ensure adherence to Standard Operating Procedures (SOPs).

• Identify process inefficiencies and recommend improvements.

• Participate in operational projects and change initiatives.

• Support implementation of process and system enhancements.

Minimum Requirements

Qualifications

• Grade 12 / Matric (Essential)

• Diploma or tertiary qualification in:

  • Business Administration

  • Operations Management

  • Logistics

  • Supply Chain

  • Related field (Advantageous)

Experience

• 3–5 years' experience within:

  • Operations

  • Logistics

  • Call Centre

  • Retail

  • Customer Service environments

• Previous supervisory or team leadership exposure advantageous.

• Experience working within SLA-driven environments.

• Exposure to operational reporting and performance monitoring.

Technical Knowledge & Systems

Essential

• Operational workflow management

• Service Level Agreement (SLA) management

• Operational reporting

• Microsoft Office Suite:

  • Excel

  • Word

  • PowerPoint

Advantageous

• ERP systems exposure

• Workflow management systems

• Performance reporting tools

Core Competencies

Operations Management

• Workflow coordination

• Operational planning

• Productivity management

• Service delivery management

Leadership & People Management

• Team support and coaching

• Staff development

• Accountability management

• Performance support

Analytical & Problem Solving

• Data analysis

• Root cause identification

• Decision making

• Operational troubleshooting

Customer & Service Excellence

• Service quality management

• Escalation handling

• Stakeholder engagement

• Customer-focused delivery

Continuous Improvement

• Process optimisation

• Efficiency improvement

• Change support

• Operational innovation

Behavioural Competencies

Essential

• Strong attention to detail

• Excellent organisational ability

• High levels of accountability

• Adaptability and resilience

• Strong communication skills

• Learning agility

• Team-oriented mindset

• Ability to work under pressure

• Deadline-driven approach

• Positive and proactive attitude

Ideal Candidate Profile

We are looking for a highly organised and hands-on operational professional who thrives in a fast-paced environment and enjoys balancing people leadership with operational delivery.

The ideal candidate will possess strong analytical skills, a keen eye for detail, and the ability to coordinate multiple priorities simultaneously. They will be comfortable working within service-level-driven environments, managing operational performance, and supporting teams to achieve high standards of customer service and efficiency.

This opportunity is ideally suited to an ambitious operations professional seeking to further develop their leadership capability within a dynamic and growing organisation.