Courier Operations Supervisor

Overview

We are currently seeking a reliable and experienced Courier Operations Supervisor to join our team. The ideal candidate will be responsible for overseeing the efficient operations of courier services. This role ensures couriers are performing tasks effectively, schedules are adhered to and all deliveries meet company standards for timeliness and quality. The supervisor is responsible for addressing operational issues and maintaining staff motivation during shifts.

• Shift Operations Management: supervise all courier activities to ensure smooth and timely deliveries; monitor the progress of deliveries via tracking systems and adjust routes or resources as needed; address and resolve operational issues, including delivery delays, route changes, or emergencies; monitor and optimize delivery routes to improve efficiency and reduce delivery times; ensure that all vehicles are properly maintained and meet safety and legal requirements;
  
  monitor stock flow into and out of outbound cages; coordinate with the Inbound/Warehouse Manager the timely execution of picking according to planned deliveries and collections; resolve delivery queries; ensure correct loading of goods to prevent damage to stock; manage allocation of trucks, drivers and routes for delivery; manage scheduling of pick-ups, returns, re-deliveries and collections on the Transport Activity; manage and resolve unsuccessful pick-ups, returns and re-deliveries;
  
  monitor activities and intervene on anomalies to address issues; address queries relating to urgent deliveries/collections; collaborate with the Returns/Complaints departments on pick-ups, swap-outs and re-deliveries.

• Assign tasks to couriers and ensure proper workload distribution across the team; conduct pre-shift briefings to communicate objectives, special instructions, or route updates; provide ongoing support and guidance to couriers during the shift.

• Track and evaluate courier performance, ensuring compliance with company standards; prepare and submit shift reports detailing delivery metrics, issues resolved, and courier feedback; identify and escalate recurring operational challenges to the Operations Manager; supervise and lead a team of couriers, dispatchers, and support staff; conduct performance evaluations, coaching, and training to improve team skills and efficiency; schedule shifts, manage attendance, and handle day-to-day personnel management;
  
  track and report on KPIs including delivery times, customer satisfaction, and cost efficiency; implement process improvements to optimize operational performance and reduce costs; use technology and software solutions to monitor deliveries and optimize routes; act as the liaison between courier staff and management, communicating performance goals and operational updates; work closely with other departments (e.g., logistics, customer service) to ensure smooth workflow and resolve operational bottlenecks;
  
  prepare regular reports for senior management on operational performance and staff productivity.

• Maintain accurate logs of deliveries, returns, and incidents during the shift; coordinate the maintenance of courier vehicles and equipment to avoid operational downtime.

• Ensure all couriers are equipped with the necessary tools and safety gear before commencing their routes; ensure all operations comply with company policies, safety standards, and regulatory requirements; implement and enforce safety protocols to minimize accidents and ensure well-being of all employees; enforce access control to restricted areas; monitor compliance to Service Centre operational safety guidelines, policies and procedures; maintain safe working conditions;
  
  comply with legislative requirements relating to injuries on duty; attend quarterly Health and Safety meetings with the team and address outstanding items; manage the safe working condition of fleet; conduct checks and monitor the maintenance of the fleet; comply with and enforce OHSA legislation in the area of responsibility; complete the necessary checklists relating to the fleet, the building and equipment within area of responsibility.

• Act as the primary contact point for customers to address inquiries or complaints; address and resolve customer complaints and issues related to delivery services; ensure that couriers provide professional, courteous service to all customers; monitor customer feedback to implement continuous improvement in operations; ensure customer satisfaction by resolving delivery issues quickly and professionally; provide excellent customer service by greeting recipients in a friendly and professional manner, obtaining signatures, and ensuring customer satisfaction;
  
  maintain a professional image by wearing the company uniform and ensuring appearance is neat and presentable; treat all customers with dignity and respect; maintain high standards of professionalism in…