This guide describes all the essential tasks that Hub Managers (HM), Shift Leads (SL) and Ops Associate Plus (OA+) need to perform to manage external (including Zenjobers) and internal employee accounts in the WF tab in Hub Portal.
This guide is important, so you can manage employee accounts in the most efficient way possible. Here, you will find the processes on how to create external employee accounts, unblock accounts, edit contact details, and perform other key actions.
Instructions
Internal employees
Setting a Rider as Temporarily offline
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
In the top-right corner, click the Actions dropdown and select Set temporarily offline.
Choose the primary reason for setting the Rider offline from the list:
Hub Support - Restocking
Hub Support - Inbounding
Hub Support - Picking
Note:
Employee onboarding.
Large customer order delivery support: if the order is too large or heavy for a single Rider.
Customer order re-delivery.
Extra break: for short breaks, such as a bathroom break. This does not include the mandatory 30 minute break for long shifts, during which the employees must punch out.
Accident.
Equipment problem: for example, no bikes or batteries available.
Select Set temporarily offline.
The Rider's status will automatically change to Temporarily Offline.
Note:
Both the Order dashboard and the Employee file will show that the employee is temporarily offline along with the reason.
If you need to set the Rider back to online, read the dropdown below.
Setting a Rider back to Online (available)
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
In the top-right corner, click the Actions dropdown and select Set online.
The Rider's status will return to Online (available).
Unblocking employee accounts
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Confirm the employee is blocked by checking their status in the Employee file. If blocked, a red box with Blocked will be visible next to their name.
In the top-right corner, select Actions > Unblock.
Select Yes to confirm.
The Blocked status next to employee's name will disappear.
Important:
Only block employees in emergency cases, such as significant issues that require preventing them from working. Do not block an employee in the following scenarios:
The Rider is supporting at the hub. Instead, set the Rider's status to Temporarily offline.
The Rider needs to finish their shift. In this case, the Rider should punch-out.
Editing an employee's email and phone number
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
Go to the Account settings tab.
Make the necessary changes to the employee’s email or phone number.
Select Save.
Sending a password-reset link to the employee's email
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
Go to the Account settings tab.
Confirm that the employee’s registered email under Personal Data is correct. Modify if needed.
Under Password settings, select Reset password.
An automatic password reset link will be sent to the employee’s email. If this fails, proceed to generate a one-time password (OTP). Read more about this in the next dropdown.
Generating a one-time password (OTP)
If the employees don't receive a password-reset link, you can create a one-time password, so they access their accounts. To do so:
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
Go to the Account settings tab.
Under Password settings, select Generate password, then confirm in the pop-up.
Provide the generated one-time password to the employee.
After logging in successfully with the OTP, the employee must change their password.
External employees
Creating external employee accounts
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
Confirm the external employee isn't already in the system (to avoid duplicate entries).
Important:
Creating an account may not be possible if the employee has previously worked as external or internal staff and their email or phone number is already in the system.
In this case, search for the employee by email or phone number in the WF section. This will also show external employees who last worked at other hubs.
If you find an external account and the employee is assigned to another hub, change the hub to your current hub in their employee file.
If the employee has trouble accessing the account, you may need to change the email or phone number as required.
If no previous external account is found, or you still encounter an error, contact TechOps via #tech-hub-service-de to remove conflicting information so you can create a new account.
In the top-right corner of the All employees table, select Create external rider.
Enter the Rider's details (such as name, email, phone number). List Zenjob as the external agency.
Select Create external rider.
Changing the external employee's hub
Important:
Hub changes are only for external employees and can't be done for internal employees.
Log in to the Hub Portal using your credentials.
Navigate to the WF dashboard.
In the top-right search bar, look up the employee by their:
Employee ID
Email
Phone number.
Select the employee to open their Employee file.
Go to the Account settings tab.
Under Personal data > Hub, update the employee's current hub.
Select Save.
Support
All the actions above can be performed by SL, HM (AM, CM), and OA+ accounts. If you need to be assigned a different role, contact TechOps via #tech-hub-service-de.
For any issues related to duplicate employee details (such as emails or phone numbers already in the system), contact TechOps via #tech-hub-service-de before creating a different account creation or editing the existing one.
References
Need a visual explanation? No problem. Here's a visual guide of all these actions.
Read more about the Hub Portal here
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