Out-of-Hours Team Leader (Shift Work)

SUMMARY:
Responsible for leading the Out-of-Hours (OOH) team.

POSITION INFO:

SD Recruitment (Pty) Ltd is a leading staffing agency in South Africa, providing 24/7 services to our clients. We are currently seeking a highly skilled and motivated Out-of-Hours Team Leader to join our team and ensure operational excellence. In this pivotal role, you will be responsible for handling all urgent Out-of-Hours matters, ensuring our operations run smoothly and efficiently. If you thrive in a fast-paced environment, have a passion for maintaining regulatory standards, and a proven track record of success, we encourage you to apply and make a significant impact with us.

KEY RESPONSIBILITIES

Sales & Performance Management

• Set and monitor booking targets for the Out-of-Hours (OOH) team
• Ensure the team meets or exceeds monthly revenue and performance goals
• Conduct bi-annual performance reviews to assess team achievements and identify areas for improvement
• Implement and track strategic action plans to improve OOH team performance

Leadership & Team Management:

• Supervise and lead the OOH team, ensuring adherence to performance expectations
• Evaluate and provide feedback on team and individual consultant performance
• Conduct weekly and monthly performance reviews and provide continuous support
• Handle HR and IR matters, including payroll approvals, leave requests, and disciplinary processes
• Conduct regular after-hours supervision by visiting the OOH team at least twice a month during night and weekend shifts

Stakeholder & Client Relationship Management:

• Build and maintain strong relationships with key stakeholders at client facilities
• Monitor facility revenue performance against agency budgets and booking requests
• Oversee and enhance booking processes through online portals (e.g., NIMS) and service calls
• Identify additional booking opportunities and staffing needs to maximise billings
• Ensure OOH team consultants adhere to established booking protocols and compliance requirements
• Conduct regular client visits, including after-hours visits (night and weekend), to ensure service quality and maintain relationships

Compliance & Process Adherence:

• Ensure the OOH team complies with statutory and industry regulations
• Maintain and monitor electronic data management, ensuring accurate use of the CRM system
• Propose and implement process improvements to enhance operational effectiveness
• Ensure incident management protocols are followed and escalated appropriately

Reporting & Operational Oversight:

• Submit weekly and monthly reports to the Operations Manager
• Attend relevant internal and external meetings as required
• Manage team resources efficiently, monitoring expenditures and operational costs
• Resolve internal and external complaints in a timely and professional manner

Recruitment, Training & Development:

• Assist with recruiting, onboarding, and training new OOH team members
• Develop training initiatives to enhance team efficiency and client service

Thank you for considering a career with SD Recruitment! We are committed to building a diverse and inclusive workforce and encourage applicants from all backgrounds to apply. If you have not heard back from us within two weeks, please consider your application unsuccessful. We appreciate your interest and look forward to connecting with you soon!