Job Roles at Transport Services Limited

KEY PURPOSE OF JOB

• Responsible for directly supervising the DigiCenter Staff during each shift
• Oversees the daily activities of the staff, supporting their growth and reports staff needs to the Manager, DigiCenter.
• Serve as the to-go person for the agents, responsible for sharing their training needs and ensure 90% results in monthly training quiz for products and service improvement.
• Hold agents accountable, sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
• Handle any escalations and apply expertise to solve standard and non-standard problems reported
• Ensures that agents log all interactions, collates and submit weekly reports to the Manager, Customer Service of all activities.
• Listen to calls, review all interactions and ensures professionalism across all service points an
• interactions

MAIN RESPONSIBILITIES

• Coordinates and supervises the daily activities of operations, or business support staff
• Administers and executes policies and procedures
• Ensures employees operate within guidelines
• Hold daily meetings with the team before and after the close of the shift to set the day right and review work done at the end of each shift
• Builds confidence and respect of others through a positive and energizing style
• Assists work team in the achievement of goals/ commitments; achieves own goals/commitments regardless of obstacles
• Resolves day-to-day or routine problems using defined processes
• Works/brainstorms with work team and provides suggestions for solutions that contain the appropriate level of risk; ensures work team understands and supports the focus on operational excellence.

JOB REQUIREMENTS

• EDUCATION: Minimum of bachelor’s degree.
• EXPERIENCE:  Minimum 5 years of experience in Transportation or related industry

SKILLS

The incumbent must demonstrate the following skills:

• Ability to interact cooperatively and collaboratively with others as a team, including those holding divergent and/or opposing views and goals.
• Ability to communicate effectively interdepartmentally and externally with others
• Good Planning and Analytical/Problem Solving skills
• Ability to respond effectively and in a timely manner to departmental needs, focusing on customer service
• Good organizational and people’s skill
• Flexibility and openness in responding to changing work priorities and environment
• Strong cross-cultural and interpersonal skills and ability to work effectively in a cross-cultural team environment.

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Job Responsibilities 

• Responsible for activation of the local Human Resources plan activation (including the talent component)
• Provides input into the Talent strategy for the business through developing insight and analysis of people related business issues and opportunities (by activating enterprise solutions, e.g. Talent Management tools/ processes and diversity metrics, etc.)
• Implements, and coordinates change initiatives to support enhanced organisational effectiveness within the business
• Tracks delivery against the case for change using analytical and data-driven approaches to business and organisational issue analysis
• Interacts with HR and business colleagues within and outside the business to ensure alignment of HR activity in the spirit of One TSL
• Works with HR colleagues from Expertise Teams to deliver HR interventions within the business
• Collects Human Resources/ Organisation Effectiveness metrics and measurement for the business across entire HR lifecycle
• Monitors and addresses legal compliance issues to by ensure that the organisation complies with local and national laws (for e.g. recruitment, diversity, data protection, employee contracts)
• Is responsible for delivering Employee & Industrial Relations (ER/ IR) to the business (knowledge of legislative and consequent impact on the organisation, relationships with works council/ unions, government/regulatory bodies, community, etc.
• Interfaces with HR Services team provider for delivery of core HR services to the business monitors Quality and timeliness of service provision
• Escalates HR services issues.
• Encourages groups and individuals to work collaboratively by focusing on the common purpose of the team. Utilises insights from the team’s talents to deliver the HR and Business strategy
• Has financial and budgetary responsibility for HR in his/her geography/function. This will vary depending on the role.

SKILLS

The incumbent must demonstrate the following skills:

• Building Talent Supply
• HR Change Facilitation
• Organisational Effectiveness
• Performance Improvement
• Change Management
• Understanding of labor Legislation
• External Orientation in the context of social, economic and political trends and benchmarking best practices in HR
• Proficient in Microsoft Office tools
• Negotiation
• Project management

Job Experience:

• A minimum of 8 years post graduate experience in any HR Role.
• Experience in an expertise role (Talent management / Performance / Learning, Organisational Development) would be an added advantage.

Education: 

• A good University degree in any of the Social Sciences or equivalent
• Relevant Professional HR Qualifications is a must.