Zone Manager

Job Description

<strong>JOB PURPOSE:<br><br></strong>Zone Manager role is key in the organization where he/she will be responsible for multiple stations management in all different aspects.<br><br><strong>Responsibilities/Duties<br><br></strong><ul><li> Hire, manage and develop a team of around 20 employees as Station Masters, Sale agents and information agents.</li><li> Supervise the team’s performance against organizational, departmental, station and individual objectives.</li><li> Meet customer experience satisfaction KPIs’ in stations and sales KPIs’.</li><li> Provide excellent customer satisfaction by operating services as per Company Policy, Standards and Procedures.</li><li> Participate into the testing and commissioning of station equipment. Develop and attend tests to ensure station equipment meet<br><br></li></ul>customer service requirements.<br><ul><li> Continuously improve customer service experience through assessing gaps and proposing solutions.</li><li> Supervise Cash handling related to ticket sales.</li><li> Promote a positive Safety culture within the workplace and conduct any Safety related meetings/briefings as required within the Job<br><br></li></ul>role.<br><ul><li> Comply with the requirements of the Company Safety Policy and Safety</li><li> Monitor security vendor to assure their presence.</li><li> Comply with the rule book and all relevant safety procedures and processes and enforce them to all relevant in-house staff or<br><br></li></ul>subcontractors,<br><ul><li> Review, contribute to and have a full understanding of all safety critical procedures.</li><li> Ensure that all potential risks that may come from performed activities are identified and mitigated and ensure that employees,<br><br></li></ul>contractors, and visitors are aware of safety procedures and any relevant legislation.<br><ul><li> Consider the safety of other persons who may be affected by their acts or missions.</li><li> Assure AFC &amp; TVM functionality all the time.</li><li> Assure assigned Stations registers working and safe.</li><li> Assure Marketing campaigns conduction are in place.<br><br></li></ul><strong>Essential Qualifications, Knowledge &amp; Experience<br><br></strong>QUALIFICATIONS:<br><ul><li> Suitable University Degree</li><li> Preferrable BSc. Engineering<br><br></li></ul><strong>KNOWLEDGE:<br></strong><ul><li> Understanding of trends and developments within the Customer Service Industry (latest technology, applications)</li><li> Experience of leading and managing teams effectively &amp; efficiently.</li><li> Demonstrate the ability to set standards to meet the customers’ expectations.</li><li> Strong people facing and communication skills<br><br></li></ul><strong>EXPERIENCE:<br></strong><ul><li> Min. 5 to 10 years of experience in a customer service or sale environment<br><br></li></ul><strong>DESIRED BEHAVIORS <br></strong><ul><li> Highly motivated to deliver a world class service in terms of Safety and Quality.</li><li> Proven ability to achieve sustainable results and take hands-on approach.</li><li> Ability to think strategically, motivate and lead teams.</li><li> Demonstrate a passion for employee engagement and the customer experience.</li><li> Highly motivated team player with sound organizational and leadership skills</li><li> Structured mind-set and action-oriented person</li></ul>