Location Supervisor

Location Supervisor

ROLE PURPOSE

The Location Supervisor is fully responsible for the overall operation, condition, efficiency, discipline, compliance, customer service standards, staffing, inventory control, safety, and performance of the assigned location.

The incumbent is responsible for ensuring that all operational procedures, Company policies, quality standards, productivity targets, and customer service expectations are achieved while maintaining professionalism, accountability, efficiency, and operational excellence at all times.

The Location Supervisor serves as the primary leader of the location and is accountable for the performance of the staff, equipment, inventory, assets, customer experience, and overall operational results of the location.

KEY DUTIES & RESPONSIBILITIES

1. Operational Oversight & Management

• Maintain full operational control of the assigned location.
• Supervise and manage the daily operations of the location.
• Monitor vehicle flow, queue times, throughput, and workflow efficiency.
• Ensure proper staffing levels, section coverage, and lane assignments.
• Ensure employees remain within their assigned lanes and responsibilities.
• Reduce operational delays, bottlenecks, and service interruptions.
• Ensure all operational sections function efficiently at all times.
• Conduct operational walkthroughs and inspections throughout shifts.
• Monitor location appearance, cleanliness, organization, and operational readiness.
• Ensure smooth operations throughout all shifts.

2. Opening & Closing Responsibilities

• Ensure proper opening and closing of the location daily.
• Conduct opening safety and operational inspections.
• Verify all equipment is functioning properly before operations begin.
• Confirm adequate chemicals, cloths, supplies, and operational inventory are available.
• Ensure all sections are operationally ready before opening.
• Ensure the location is properly secured at closing.
• Complete all opening and closing reports as required.

3. Staff Supervision & Leadership

• Supervise and manage all employees assigned to the location.
• Assign staff to lanes and operational sections as required.
• Monitor attendance, punctuality, productivity, conduct, and performance.
• Conduct shift huddles and daily operational briefings.
• Provide coaching, training, mentoring, and performance feedback.
• Identify training needs and developmental opportunities.
• Promote teamwork, accountability, professionalism, and employee engagement.
• Ensure proper staffing coverage throughout all operational periods.
• Address employee concerns and workplace conflicts professionally.
• Escalate personnel matters to Management where required.

4. Discipline, Performance Management & Employee Relations

• Handle employee discipline, coaching, counseling, corrective action, and performance management.
• Address misconduct, negligence, policy breaches, and operational failures promptly.
• Conduct investigations into operational incidents and employee misconduct.
• Ensure disciplinary matters are handled consistently and fairly.
• Maintain accurate records and documentation relating to employee conduct and performance.
• Work to reduce repeated employee issues and improve accountability.
• Support employee retention and workplace stability.

5. Customer Service & Customer Recovery

• Ensure customers receive professional, efficient, and courteous service.
• Address customer complaints and service concerns promptly.
• Conduct customer recovery and service recovery initiatives when required.
• Maintain high customer satisfaction standards.
• Monitor service quality and customer interactions throughout shifts.
• Minimize customer complaints, damages, delays, and service failures.

6. Quality Control

• Monitor wash, dry, interior, and quality standards continuously.
• Conduct quality inspections and spot checks.
• Ensure customer vehicles are handled safely and professionally.
• Identify and correct quality failures immediately.
• Ensure quality issues are documented and reported where required.
• Drive continuous improvement in service delivery standards.

7. Equipment & Maintenance Oversight

• Monitor all operational equipment and assets.
• Ensure equipment is operated safely and correctly.
• Verify daily equipment inspections are completed.
• Report equipment failures, damages, and maintenance concerns immediately.
• Ensure equipment is properly stored, secured, and maintained.
• Reduce preventable equipment damage and downtime.
• Follow up on maintenance requests until resolved.

8. Inventory, Chemical & Asset Management

• Monitor chemicals, supplies, cloths, tools, and operational inventory.
• Conduct and verify inventory counts as required.
• Ensure proper chemical preparation, dilution, storage, and usage.
• Prevent wastage, theft, misuse, and loss of Company resources.
• Investigate stock shortages, damages, and inventory variances.
• Ensure Company assets are protected and properly controlled.

9. Timesheets, Reporting & Administrative Responsibilities

• Review and approve employee timesheets accurately and on time.
• Ensure schedules, attendance records, and payroll information are accurate.
• Submit operational reports within required deadlines.
• Maintain accurate operational records and documentation.
• Ensure timely escalation of operational issues.
• Communicate effectively with Management regarding location performance.
• Monitor and ensure proper use of Company systems including Connecteam, CWFMS, POS systems, and related platforms.

10. Safety, Security & Compliance

• Ensure compliance with all Company policies, procedures, and operational standards.
• Monitor the location for safety hazards and operational risks.
• Ensure employees utilize equipment safely and responsibly.
• Ensure compliance with Company safety protocols.
• Report accidents, injuries, incidents, damages, and security breaches immediately.
• Ensure equipment rooms, storage areas, and operational areas remain secure.
• Enforce Company appearance, conduct, and professionalism standards.

KEY PERFORMANCE INDICATORS (KPIs)

The Location Supervisor will be evaluated based on, but not limited to:

• Operational efficiency and workflow performance.
• Vehicle throughput and service delivery speed.
• Reduction in queue times and service delays.
• Quality control and reduction in service failures.
• Customer satisfaction and complaint resolution.
• Staff attendance, punctuality, discipline, and productivity.
• Employee retention and reduction in repeated employee issues.
• Inventory accuracy and chemical usage control.
• Equipment care and reduction in preventable damages.
• Safety compliance and operational risk management.
• Timesheet accuracy and timely approval.
• Reporting accuracy and submission within deadlines.
• Cleanliness, organization, and professionalism of the location.
• Leadership effectiveness and team performance.

CORE COMPETENCIES

• Leadership and Accountability
• Customer Service Excellence
• Conflict Resolution
• Coaching and Team Development
• Problem Solving and Decision Making
• Operational Planning and Organization
• Communication Skills
• Initiative and Follow-Through
• Time Management
• Professionalism and Emotional Control
• Attention to Detail
• Safety Awareness

MINIMUM REQUIREMENTS

• Minimum two (2) years supervisory or leadership experience preferred.
• Experience in operations, retail, customer service, hospitality, logistics, or related environments considered an asset.
• Strong leadership and communication skills.
• Ability to manage teams in a fast-paced operational environment.
• Ability to handle conflict, and operational challenges professionally.
• Good organizational, administrative, and problem-solving skills.
• Proficient in basic computer systems and mobile applications.
• Ability to work flexible shifts, weekends, and public holidays.
• Physically capable of standing and moving throughout operational shifts.

AUTHORITY & ACCOUNTABILITY

The Location Supervisor is directly responsible and accountable for the operational performance, staff management, customer service standards, inventory control, equipment management, compliance, safety, reporting, and overall management of the assigned location.

Failure to properly execute supervisory responsibilities, enforce Company policies, follow through on operational matters, maintain standards, or report issues in a timely manner may result in disciplinary action up to and including termination.

Note: This Job Description may be amended from time to time to reflect changes in operational requirements, business needs, systems, policies, or organizational structure.