Section Head : CS - SANRAL Projects (2553) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIRENENTS

• Grade 12 
• Bachelor’s Degree/ Diploma in Customer Service or Management 
• 5 years’ experience which 2 years is at a Supervisory level

KNOWLEDGE AND EXPERIENCE

• Leadership of people in all work activities 
• Effective Project Management skills 
• Customer Service Management 
• Exceptional Client Relationship Management 

STRATEGY/OPERATIONAL

• Lead and oversee daily operations of the  Project Centre, including Vala Zonke, ITIS  and other contact center, ensuring adherence to service level agreements (SLAs) and operational metrics. 
• Analyse performance data to identify trends, opportunities, and areas for improvement. 
• Collaborate with cross-functional teams to implement initiatives that enhance operational efficiency and customer experience. 
• Monitor and manage workforce planning, including staffing levels, scheduling, and resource allocation. 
• Drive a culture of continuous improvement, innovation and best practices within the contact center environment. 
• Provide leadership and mentorship to a team of supervisors and agents, promoting professional development and high performance 
• Review and update all required policies, procedures, work instructions and other supporting documentation required to manage and monitor service delivery within the Vala Zonke operation.  
• Improve the stakeholder engagements as well as identifying areas of improvement through continuous trend analysis and/or development.  
• Manage and monitor service delivery in a timely and efficient manner. 

KEY SERVICE AREA

• Monitor and manage the  delivery of the Vala Zonke, ITIS and all other Projects within the Governmental  environment 
• Improve the stakeholder engagements as well as identifying areas of improvement through continuous trend analysis and/or development.  
• Establish and promote goodwill with stakeholders 

REPORTING

• Report on achievement of contractual agreements all projects under management including,  Vala Zonke, ITIS and all other projects, including trend analysis reports 
• Compile and submit ad hoc progress reports and presentations whilst updating the Risk Assessment reports as per business requirements 
• Contribute to compilation and submission of ad-hoc reports to the Management Committee 

LEADERSHIP & PEOPLE MANAGEMENT

• Maintain and encourage a working environment that is conducive to the company values 
• Guide, assist and coach employees in the team on  business model requirements 
• Train new on boarding staff on all  systems and company Policies