Manager, Queue Management at Jumia Nigeria

Responsibilities

• Responsible for overall Country SLA performance - Buyer Promise, Vendor Promise and Customer Returns
• Manage the overall queue pipeline for Warehousing and Logistics functions
• Responsible for Loss Management, Control, and Reduction, drive initiatives and projects to ensure a periodical reduction of shipment losses
• Lead all investigations of shipment theft and loss
• Tracks and reports progress on key metrics specific to SLA Management
• Conducts regular audits of activities related to functional area and educates the team on quality errors
• Lead process improvement initiatives, executidon, and rollout
• Work with external stakeholders to understand and investigate their feedback into the service/function/product provided;
• Identify the opportunities and potential risks at various flows in Supply chain
• Driving special projects designed to maximize efficiency and increase production and quality.
• Monitoring queues to ensure SLAs are maintained and assign tickets to appropriate resources for troubleshooting and ticket resolution.
• Ensuring associated tickets are related to the parent ticket and proper follow-up is performed once an incident is resolved
• Facilitate resource allocation based on work-load.
• Preparing daily reports on Incidents/Change/Problem tickets and SLA status 

Professional Skills & Qualifications

• At least + 4 years’ experience in various fields of Supply Chain.
• Process-oriented, well-organized with a high level of attention to detail. 
• Excellent analytical ability; ability to leverage analytical work into action-oriented reporting and plans of action.
• Ability to articulate the right findings using the data.
• Advanced knowledge in the following computer programs: Word, Excel, and PowerPoint.
• Excellent Communication skills & flexibility to work in different environments.
• Good reporting and presentation skills with a keen eye for detail
• Excellent written and oral communication skills, with the confidence to interact at all levels of the organization
• Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion
• Experience or high level of comfort in logistics operations.
• Demonstrated ability to work in a fast-paced and competitive environment.

We Offer

• A unique experience in an entrepreneurial, yet structured environment.
• The opportunity to become part of a highly professional and dynamic team working around the world
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures