In Russia, up to 20% of order delivery points operate with a constant shortage of personnel

According to the expert, there is only one candidate for a vacant position in retail, including business at the pick-up point, whereas a year before there were between 5, 7 or even 10 candidates.

On the eve of the New Year season, the number of orders at collection points increases more than three times, the volume of work there increases considerably and the staff shortage worsens, the human resources specialist added.

“The markets recommend that the owners of order collection points increase the number of operators or managers by at least one person. For example, if normally two people work on a standard shift, in the period before the New Year it is necessary to hire an additional assistant,” Shchurova said.

In case of staff shortages and incorrect operation of the collection point, for example, closure during business hours for an hour or more, the markets impose quite significant penalties on franchisees – from 4 thousand rubles, the expert explained.

The owners of a collection point cannot offer very competitive conditions to candidates due to the high own costs they incur as franchisees. According to Shchurova, in Russia, for an average twelve-hour shift, franchised pick-up factories in well-known markets offer between 2.3 and 2.4 thousand rubles, while a year before they paid only 1.7 thousand rubles. But even the increase in salaries did not attract specialists.

Often, the owners of collection points are forced to go to work alone or ensure the rotation of employees between several points. The use of temporary services of experienced employees at collection points, which are found through Telegram channels and message boards, also helps, but they cost 2-3 times more than regular staff.

Owners of collection points refrain from hiring CIS citizens, as this may affect the quality of service and customer satisfaction. Since we are talking about direct work with customers in the markets, so that people can order more, an orderly employee who speaks Russian and has a computer should work at the collection point, says Shchurova.

“According to our observations, the labor market in the field of placing orders in specialized points is moving towards outsourcing. When, instead of searching, hiring and training personnel on their own and controlling the quality of their work, franchisees transfer this function to specialized contractors,” concludes the expert.

As reported by RB.RU, experts also proposed solving the staffing problem at collection points by installing robots and issuing voluntary health insurance policies.