Purpose

To ensure the store is adequately staffed at all times, maintaining operational efficiency while balancing employee needs and availability.

Scope

This SOP applies to the Retail Store Manager and any team members involved in scheduling or managing shifts.

Reference SOPs

• SOP 1: Daily Store Opening Procedure
• SOP 2: Daily Store Closing Procedure
• SOP 5: Customer Service Escalations
• SOP 7: Training and Onboarding New Employees

Steps

1. Understand Staffing Needs:
   • Review historical sales data and foot traffic patterns to determine peak hours.
   • Account for special events, holidays, and promotional campaigns that may affect staffing.
2. Create a Weekly Schedule:
   • Use scheduling software or templates to draft the weekly roster.
   • Ensure compliance with labor laws, including minimum and maximum work hours, break times, and overtime limits.
   • Incorporate employee availability, time-off requests, and contracted hours.
3. Assign Shifts Fairly:
   • Balance shifts among team members to avoid overworking or underutilizing staff.
   • Assign experienced employees to high-demand times and less experienced staff to quieter periods for training purposes.
4. Communicate the Schedule:
   • Publish the finalized schedule at least 5–7 days in advance.
   • Share the schedule via email, workplace apps, or by posting a hard copy in the staff break room.
   • Encourage staff to review the schedule and confirm their shifts.
5. Monitor and Manage Shift Attendance:
   • Maintain an attendance log to track punctuality, absences, and late arrivals.
   • Address attendance issues promptly by having one-on-one conversations with affected employees.
   • Have a backup plan for unexpected absences (e.g., on-call staff, cross-trained employees).
6. Handle Shift Changes:
   • Require employees to request shift swaps or changes in advance, and approve only if the changes don’t impact operations.
   • Update the official schedule to reflect any modifications.
7. Adjust for Emergencies or Peak Times:
   • Monitor real-time store conditions and call in extra staff if necessary during peak hours or emergencies.
   • If understaffed, adjust roles to prioritize critical operations (e.g., customer service and checkout).
8. Evaluate Scheduling Effectiveness:
   • Collect feedback from staff about the schedule to identify areas for improvement.
   • Use key performance indicators (e.g., sales per labor hour, customer satisfaction) to refine scheduling strategies.
9. Document the Process:
   • Keep records of schedules, time-off requests, and attendance for audit and performance review purposes.
   • Ensure documentation is organized and stored securely for future reference.
10. Provide Coaching on Best Practices:
    • Train team leads or supervisors on how to manage small teams during their shifts.
    • Establish clear expectations for covering breaks and maintaining smooth operations.