Shift Manager

Veezu

Your role at Veezu: The Shift Manager will oversee daily operations, manage and mentor agents, ensuring high performance and adherence to KPIs. They will handle escalations, streamline processes, and foster a positive work environment. A strong focus on quality service, team engagement, and operational efficiency is essential for success in this role. This role plays a crucial role in improving passenger experience by ensuring prompt and effective resolution of passenger or driver partner inquiries and complaints. By mentoring agents to provide high-quality service, the shift manager reduces complaint resolution time and improves first-contact resolution rates. Their ability to streamline processes and handle escalations efficiently leads to a significant reduction in complaints, enhancing overall passenger and driver partner satisfaction. Who are Veezu? Veezu is the UK's fastest growing taxi and private hire technology platform operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more! What you’ll do:  PERFORMANCE MANAGEMENT  * Lead, manage and motivate the team to ensure that objectives are achieved and the performance of individuals within the team is monitored and continuously improved. * Take responsibility for understanding, meeting and exceeding your objectives, KPIs and targets. * Motivate a team of Booking & Dispatch Executives to ensure they achieve their objectives, KPIs and targets.  * Create an outstanding results focused culture that balances passenger and Driver Partner retention and growth with achievement of commercial targets. * Plan and organise training and ongoing coaching to your team to ensure that the highest standards of bookings, customer service, satisfaction and care are met. * Regularly support team members by sitting in, call listening and coaching.  * Ensure that all Team members have performance targets, PDPs, regular 1:1 meetings and performance discussions.  * Work with your Manager to ensure that you have access to appropriate performance reports and metrics. Review these regularly and proactively communicate up and down the line any variances to targets and next step actions. * Drive a culture that is both fun and professional by designing and implementing motivational activities which will both support delivery of performance targets and support job satisfaction. * Ensure that the team is organised effectively and that rosters are planned and communicated; find solutions for shortages and gaps. * Actively manage attendance, overtime, timekeeping, holidays, sickness and any other absence through accurate record keeping and the following of all company procedures related to these aspects. * Take proactive steps as required relating to any performance or disciplinary issues by resolving day to day issue in line with company procedure, having constructive conversations and/ or escalating with suggested solutions to your Manager. * Attend regular performance meetings with Management; bringing your ideas for improvement and supporting in relevant improvement initiatives and projects. * Liaise with other departments such as Pricing and Commercial, Driver Partner Experience, Passenger Experience, I.T & HR to ensure issues are resolved efficiently and within agreed SLAs. * Identify opportunities to reduce unnecessary contact, improve policies and processes, increase sales and/ or improve the customer, passenger and Driver Partner experience and feed these back to your Manager. * Seek to support passengers, customers, and Driver Partners to self-serve wherever possible. PEOPLE MANAGEMENT  * Be objective, fair, ethical, and consistent in leadership and management.   * Get to know your colleagues at a professional level & understand what makes a high performer and a high performing team. * Assist with recruitment and development of high caliber individuals who are resilient and who have the potential to live our values. * Support the implementation of induction and plan and oversee any buddying support using the L&D function.  * Inspire, engage, and empower teams and individuals to live our values and to understand the importance of achieving and exceeding targets. * Grow resilience and emotional intelligence amongst team members.  * Build a sanctuary in which teams feel safe to question, have a laugh and be human; make your team a great place to work. * Proactively drive a strong community spirit across teams – seeking opportunities for team working and cross functional networking – explain to your team how all the different teams work together to achieve Veezu’s strategy.  * Identify team members at risk of attrition and report to your Manager any risks and potential resignations. * Host a regular (minimum weekly) huddle/ briefing with the team to motivate them and communicate any KPIs and initiatives. * Utilise Slack channels, iCabbi messaging and any other relevant internal communication channels throughout your shift to receive any relevant business and / or operational updates.  QUALITY MANAGEMENT AND CONTINUOUS IMPROVEMENT * Develop a strong understanding of relevant business specific systems, for example iCabbi, DiSC and the Google suite. * Ensure that both the team and you are fully conversant with relevant company policies, processes and operations, products, rates, brands, promotions and services. * Liaise with other departments such as Pricing & Commercial, Driver Partner Experience, Passenger Experience &Compliance to ensure issues are resolved efficiently and within agreed SLAs. * When needed, take escalations and support the team; be responsible for answering telephone, emails and resolving any issues in a professional manner, in keeping with each brand approach. * Follow policies and procedures to ensure that customer service processes run smoothly and the customer is satisfied. * Ensure that internal databases are kept up to date with accurate and relevant information held on records. * Handle bookings and general queries and information requests in an efficient and timely manner. * Maintain accurate records of all communications within the relevant databases. * Log and manage complaints in line with the complaints procedure; where possible provide solutions and alternatives within timeframes and follow up. * Ensure all employees understand how Veezu Academy operates and that training modules are completed in a timely manner. SELF-DEVELOPMENT & COMPLIANCE * Manage own self-development to improve knowledge and skills.   * Meet with the Driver Partner Executive/s and Account Managers at least once a month. * Make time to talk to Drivers and Passengers about their experiences. * Proactively prepare for 1:1 meetings and appraisals with your manager. * Understand and embody the Veezu values. * Constructively challenge, question, seek to improve, evolve and be kind. * Contribute to a strong community spirit. * Be objective, fair, ethical, and consistent.  * Ensure fair treatment of customers, passengers, Driver Partners and colleagues and act in a professional manner at all times. * Follow information security policies and procedures. * Ensure legal and contractual compliance. * Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures. * Ensure completion of all mandatory training.  * Be willing to support other business areas as needed. * Adhere to company policies and procedures. * Ensure that customer, passenger, Driver Partner & colleagues’ information is safeguarded at all times, in line with the General Data Protection Regulation (GDPR). * Maintain information security to a recognised required standard in line with business needs * Follow information security policies and procedures. * Demonstrate a personal commitment and comply with procedures relating to information security. * Undertake information security training and help your team understand what is required of them under the company’s information security policies and procedures.  * Lead by example and act in compliance with GDPR, the Company’s policies and information security requirements at all times.  * Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance. What you’ll need: * Excellent customer service skills * People Management skills. * Attention for detail. * A positive and upbeat attitude. * Exceptional interpersonal skills. * Excellent written and verbal communication skills.  * Good time management and organizational skills. * Patience, good listening skills and the ability to show empathy. * The ability to make decisions and use own initiative. * Ability to lead a team of customer care specialists in a high-volume service & care environment. * Work well under pressure and take a pro-active approach to problem solving. * Strong computer skills, including using multiple software platforms collaboratively. * An effective decision maker and able to control workflow in busy periods. * Analytical and data driven.  * Lead by example and inspire others. * Experience in our industry is helpful but not essential. Where you’ll be: * This role will be based out of our Cardiff HQ. Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.

FG Sthlm City 1 AB

YOU'LL BE ENTHUSIASTIC ABOUT Perfect Burgers and Fries Our values; Competitive, Enthusiastic, Family, Get It Done and Integrity People - Leading from the front and being hands on Customer service WHAT YOU'LL BE DOING Responsible for Crew & Quality Control Supporting the General Manager in the delivery of perfect burgers and fries. Provide an “above and beyond” experience for your team while creating an awesome working environment where people are happy to come to work and have fun, as you are part of the management team. Ensuring every customer is delighted with their order and their Five Guys experience - You will deal with complaints promptly in an open and honest way. You will ensure that each shift runs as smoothly as possible and that our values form part of your shift management. You will be expected to lead from the front, you will be hands on most of the time, working on the line and dining room. INCREDIBLE CAREERS WITH FIVE GUYS If you are ambitious and want to grow - we can provide you with support and the right tools to build a career with us. Your next step would be an Assistant Manager. Five Guys isn’t just a job – it can be a career!

Silex Microsystems AB

Är du en trygg och engagerande ledare som trivs i en operativ miljö? Vill du leda ett team av processoperatörer i en högteknologisk produktion där kvalitet, säkerhet och ständiga förbättringar står i fokus? Som Shift Manager på Silex får du en nyckelroll i vår tillverkningsverksamhet där du leder och utvecklar medarbetare samtidigt som du bidrar till att säkerställa en effektiv och stabil produktion. Vill du veta mer om Silex och vad vi gör? Läs mer här. Om rollen Vi söker nu en Shift Manager till vårt dagskift. På varje skift arbetar två Shift Managers som tillsammans ansvarar för skiftets verksamhet och personal. Genom ett nära samarbete säkerställer ni rätt bemanning, ett närvarande ledarskap och en produktion som präglas av hög kvalitet, säkerhet och effektivitet. Tillsammans har ni fullt personalansvar för cirka 50 operatörer och ansvarar för medarbetarna genom hela anställningen – från rekrytering, introduktion och utveckling till uppföljning och avslut. Rollen innebär ett operativt ledarskap där du förväntas vara en synlig och tillgänglig ledare som stöttar medarbetarna i det dagliga arbetet samt bidrar till en positiv arbetsmiljö. Utöver samarbetet inom det egna skiftet arbetar du nära Shift Managers från övriga skift för att säkerställa ett enhetligt arbetssätt, en stabil överlämning mellan skiften och ett kontinuerligt förbättringsarbete inom produktionen. Du har också ett nära samarbete med tekniker, produktionsplanerare, ingenjörer och områdesansvariga för att säkerställa ett effektivt produktionsflöde. Som Shift Manager på dagskiftet arbetar du huvudsakligen samma tider som ditt team. Arbetstiden är förlagd till måndag–torsdag kl. 06.50–14.45 samt fredag kl. 06.50–13.30. Utöver detta kan deltagande i möten, utbildningar och andra aktiviteter förekomma vid behov. I rollen kommer du bland annat att: Planera, leda och följa upp skiftets bemanning och produktion för att säkerställa att mål för kvalitet, leverans och effektivitet uppnås. Leda, coacha och utveckla medarbetare genom hela anställningen – från rekrytering och introduktion till utvecklingssamtal, kompetensutveckling och löpande personalärenden. Säkerställa att arbetet bedrivs enligt gällande processer, kvalitetskrav och säkerhetsrutiner samt bidra till en god arbetsmiljö. Följa upp produktionens resultat och nyckeltal, hantera avvikelser samt vidta korrigerande åtgärder vid behov. Vi söker dig som: Har gedigen ledarerfarenhet med fullt personalansvar för större grupper, gärna inom produktion, tillverkande industri eller annan operativ verksamhet. Trivs i en operativ miljö där du är närvarande i verksamheten och leder genom att skapa struktur, engagemang och tydlighet. Har erfarenhet av att följa upp arbetet genom nyckeltal och omsätta resultat till konkreta förbättringsåtgärder. Har en avklarad gymnasieutbildning eller motsvarande. Kommunicerar obehindrat på svenska och engelska i tal och skrift. Har erfarenhet av kontinuerligt förbättringsarbete och är bekant med 5S eller liknande metoder (meriterande). Är en trygg och förtroendeingivande ledare som motiverar, coachar och utvecklar andra. Vad vi erbjuder dig En central roll där du får arbeta nära operatörer, ingenjörer och produktionsledare. Kontinuerlig utveckling i en miljö där lärande och förbättringar uppmuntras. Att vara en del av inom världsledande MEMS-tillverkning och samarbeta med några av världens främsta experter inom området. Möjligheten att bidra till tekniska innovationer som används i produkter och lösningar över hela världen. Om Silex Silex är världens största och mest avancerade renodlade MEMS-foundry med huvudkontor i Stockholm. MEMS finns i nästan all modern teknik, från konsumentelektronik och fordonsindustrin till medicinteknik, telekommunikation och industriella applikationer. Med ett team av expertingenjörer, operatörer, tekniker, specialister och supportfunktioner hjälper vi världsledande innovatörer att förverkliga sina idéer genom avancerad processteknologi och tillverkning i världsklass. Som en del av Silex får du möjlighet att arbeta tillsammans med några av världens största teknikföretag och bidra till utvecklingen av nästa generations tekniska lösningar. Övrig information Rekryteringsprocessen är pausad under sommaren och återupptas i mitten eller slutet av augusti. Vi återkommer därefter till dig som skickat in en ansökan. För att skicka in din ansökan önskar vi att du bifogar ditt CV samt svarar på några frågor. Därefter innefattar rekryteringsprocessen intervjuer, tester samt referenstagning. Vi genomför även bakgrundskontroll och drogtest innan eventuell anställning. Som arbetsgivare tillämpar vi därtill slumpmässiga alkohol- och drogtester för alla anställda. Välkommen med din ansökan och bli en del av vår fortsatta utvecklingsresa!