Intervention Team Agent

Engaging with stores via established communication media (calls to store phone, Google chat, CopIlot nudge and email) to change behaviour or correct operational mistakes.

This is achieved by prioritising actions on various focus areas, depending on business requirements. 

Ultimate goal is to lessen the load on Operations Regional Managers, by managing a set number of KPIs on their behalf or improving the KPIs via interaction and intervention.

Responsibilities of an Interventions agent

• He agent will be tasked with the following responsibilities:
• Become knowledgeable through training provided by the Interventions manager and Interventions team lead(s) on various identified interventions required. The list of interventions is dynamic and changes often, but is always prioritized. 
• Engage with stores based on a provided set of tasks. These tasks can be in the form of officially loaded intervention tickets, or task lists, depending on the Interventions manager or Interventions team lead(s). 
• Record interventions affected
• Train stores, most often store managers, but on occasion Regional Managers, Cluster managers, Superstars and Full Time All Stars or required procedures or requirements.
• Provide feedback to Intervention manager or Intervention team lead(s)on non-complying stores (post interventions).  

Requirements:

Educational Background: Education level is the same requirement as a typical Branch Manager, being Grade 12. Assistant Managers without Grade 12 can be considered if they score strongly in the next set of requirements

Professional Experience: One year experience at store manager level

Leadership Experience: Proven record of understanding of Hungry Lion in store processes
Approach or situational background: Managers at store level who have a thorough knowledge of store processes, but lack motivation to lead a team at store level, are ideal candidates for this position. The position will have a lot of structure, processes will be clear, tasks will be measurable and the candidate will know exactly what to do.