SHIFT MANAGER INBOUND

Job Purpose

The Shift Manager is responsible for the end-to-end operational, people, and performance management of a designated department. It includes leading a multidisciplinary team to achieve daily operational KPIs, managing resource planning, and driving continuous improvement within the department.

Key performance areas

1. Operational Management

 Oversee operations within the assigned department.

 Ensure effective planning and execution of all activities.

 Manage workforce allocation to support demand, volume fluctuations, and service requirements.

 Implement and enforce operational SOPs, compliance standards, and best practices.

2. Performance & KPI Management

 Track, analyse, and report on operational performance KPIs.

 Drive corrective actions to meet or exceed operational and service-level targets.

 Ensure shrinkage, stock damage, and write-offs are controlled and reduced.

3. People Leadership

 Lead, coach, mentor, and develop Supervisors, Team Leaders, and operational staff.

 Manage performance, conduct, absenteeism, and labour planning in collaboration with HR.

 Promote a positive, high-performance culture with strong employee engagement.

 Oversee training and multiskilling to support operational requirements.

4. Health, Safety, and Compliance

 Ensure the department is fully compliant with OHS, food safety, hygiene, and cold-chain requirements (where

applicable).

 Maintain audit readiness for internal and external inspections.

 Drive a safety-first culture.

5. Continuous Improvement

 Identify operational inefficiencies and implement improvement initiatives.

 Optimise processes, layouts, workflows, and resource utilisation.

 Support systems improvements and digital initiatives.