Job Summary:
To lead and oversee the Control Room function, ensuring real-time visibility, coordination and control of operational activity across the Micro Fulfilment Centre. Responsible for managing order flow, labour deployment, system performance and operational priorities, the role ensures service levels, despatch deadlines, throughput and customer commitments are consistently achieved.
Key Responsibilities:
Lead and manage the Control Room team, ensuring effective 24/7 operational coverage.
Monitor daily workload progress and take operational actions to ensure all activities are completed safely and on time.
Assess inbound and outbound workload requirements and determine actions required to maximise service performance.
Monitor operational systems to ensure optimum throughput, capacity utilisation and system availability.
Coordinate engineering, IT and operational support teams to resolve issues and minimise disruption.
Act as the primary escalation point for operational and system incidents, leading recovery actions through to resolution.
Conduct root cause analysis, implement corrective actions and share best practice across the operation.
Manage pick planning, workload prioritisation and labour deployment to maximise productivity and service levels.
Monitor and control outbound flow to ensure customer commitments and despatch schedules are achieved.
Drive continuous improvement initiatives to enhance operational performance, service and efficiency.
Requirements
Experience of managing a technical team, IT equipment & resolving system related problems
Familiarity with Operational Management Systems (OMS), WMS and ERP systems.
Experience of writing / developing management reports, working with automated warehouse systems & controlling use & repairs of IT equipment
Exposure to project-based work, warehouse processes & flows & extensive operational & people management skills
A Self starter who can be an ambassador for the company & functional culture
Demonstrate a flexible & adaptable approach, be able to resolve conflicts, maintain relationships & influence performance.
Good communication skills and ability to work cross-functionally.
Flexibility to work shifts if required.
Skills & Experience
Essential
Experience in a control room, planning, or operational management role
Strong understanding of automated e-commerce warehouse operations
High competency in OMS and operational control systems
Experience working to strict SLAs and dispatch deadlines
Strong communication and decision-making skills
Desirable
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Experience supporting a major retail or pharmacy e-commerce account
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Exposure to highly automated fulfilment environments
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Short-interval control or capacity planning experience
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Lean or continuous improvement background
Personal Attributes
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Strong leadership and decision-making skills
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Customer-focused and quality-driven
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Calm, organised and decisive under pressure
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Clear communicator with a hands-on approach
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Commitment to continuous improvement
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Proactive and solutions-oriented
Working Conditions
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Office-based Control Room role within a live e-commerce warehouse
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Shift-based work including evenings, weekends, and peak periods
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High-responsibility environment requiring rapid response to change
