ROLE PURPOSE

Reporting to the Customer Operation Director, the Retail Manager will be responsible for managing and supporting a team of Customer service representative working in different locations. The incumbent will ensure that the team meets its KPIs and the required standards and measures to meet the established goals .The job function involves improving performance and maintaining standards in service excellence, through workforce scheduling, supervision, coaching and development of the direct reports. 

The main objective of the Retail Manager is ensure that the sales persons meet the service-related needs for everyone who visits our retail outlets, interact by phone or online. 

JOB DESCRIPTION

• Effectively manage and develop retail staff, including cashiers and people working on the floor and telesales to carry-out their duties to the highest standards.
• Play and active role in the efficient day-to-day operation of the retail shops and telesales.
• Identify and recommend operational improvements to enhance quality of service and productivity.
• Proactively engage in optimizing both the presentation and condition of all products and peripherals at all times.
• Recruit, develop, coach, counsel and undertake all aspects of performance management to retain a high-performing and motivated team in accordance with our standards.  
• Actively contribute to the identification of current and future trends to enhance consumer appeal.
• Manage and monitor stock inventories to ensure appropriate merchandise supplies are maintained and are in pristine condition to display at all times.
• Ensure company promotions are accurate and effectively merchandised to the required company standards.
• Utilize information technology to accurately record sales figures for data analysis and forward planning to optimize sales.
• Warrant that standards for quality, customer service and health and safety are met and maintained in compliance with company standard and regulatory stipulations.
• Proficiently organize and communicate employee roaster to ensure that team coverage is aligned to customer demand at all times.
• Conduct regular employee meetings to maintain momentum and motivation within the team.
• Provide guidance, support and encourage retail sales staff to achieve sales targets and optimize performance.
• Efficiently respond to customer questions, complaints and issues in a timely manner.
• Maintain the company brand experience and standard in all interactions with customers at all times.

JOB REQUIREMENT

The ideal candidate will have proven managerial or supervisory expertise (minimum 2 years) within their current organisation with the following:

• A bachelor’s degree in a business –related course.
• Minimum of 5 years’ experience in a sales or customer service position.
• At least 2 years’ experience in a supervisory position.
• Excellent people-management, motivation and team building skills.
• Excellent written and oral English language skills.
• Highly proficient in all MS Office applications – Word, Excel, PowerPoint.
• Reporting skills.
• Flexibility and willingness to work long hours if and when required

Other desirable traits:

• Self-driven with the ability to motivate subordinates
• Customer and service oriented
• Conflict management skills
• Management skills
• Innovative and willing to learn
• Excellent communication and presentation skills
• Ability to plan, priorities and monitor
• Flexibility
• Ability to handle stress
• Professional image/visibility
• Relationship building
• Teamwork
• People management
• Possess a strong performance and results orientation

Only applications prepared in both English and French will be considered.

APPLICATION: hr.telcohiring@hotmail.com

CLOSING DATE: 10/03/2016