Supervisor : ITIS (2549) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS

• Matric (Grade 12)  
• Relevant Degree / Diploma in Marketing / Communications and / or Customer Relations Management and / or Diploma in Administration Management or Office Administration  
• 1 - 2 years’ Supervisory experience (Special focus in Customer Service and Communications)  

Advantageous 

• Experience in PABX and Call Centre  
• Experience in CRM access   
• Experience in social media strategies and campaigns (would be advantageous) 

KNOWLEDGE AND EXPERIENCE

• Project management skills 
• Knowledge of the road infrastructure industry,  
• Knowledge and experience in communication initiatives/management  
• Experience in face-to-face customer interactions and effective engagement with third parties 
• People leadership  
• Case Management and Reporting 
• Supervisory experience

KEY RESPONSIBILITIES

OPERATIONAL

• Managing the maintenance of ITIS  requirements, understanding the legislation and regulations, and managing the implementation thereof. 
• Oversee the daily operations of a team of ITIS Contact centre agents. 
• Monitor and improve team performance to achieve business deliverables and targets. 
• Provide mentorship, coaching, and support to team members. 
• Assist with escalated customer queries and concerns. 
• Ensure adherence to company policies and processes. 
• Prepare performance reports for management. 
• Participate in all forums with all stakeholders and contribute on project developments when necessary. 
• Provide support to SANRAL ITIS Team,  in the management of the strategies 
• Ensure a thorough investigation on all enquiries received and provide a solution that meets the business needs . 
• Provide excellent Customer Services delivery to all Stake Holders in accordance with the stakeholder’s strategies expectations 
• Develop processes and procedures in support of ITIS  project, Review, develop and amendment of the processes and procedures to align with project needs 
• Organise, manage any road shows for ITIS Team  and respond to queries and questions from stakeholders and address issues related to the interpretation of the Project 
• Monitor and evaluate the effectiveness of the processes and co-develop Standard Operating Procedures to guide all stakeholders on the implementation of the Project 

OPERATIONAL continued

• Produce guidelines where necessary to ensure common understanding and implementation, maintain constant engagement with the stakeholders and other Organs of the State 
• Participate in project teams to achieve a multi-disciplinary approach to meet set objectives of the Department,  
• Manage planning and/or implementation of the project, on tasks and resource work allocations and requirements.  
• Manage work cross functionally to solve problems with all relevant stakeholders and implement changes 
• Demonstrate solid time management skills,  
• Maintain a strong relationship with all Government Stakeholders  
• Maintain a culture of acknowledging all communications from various stakeholders for an effective relationship management. 
• Management of the Teams linked to the business partners   
• Ensure a consistent follow up, updating of all enquiries received and achieve required results in line with the Quality benchmark of 95%. 
• Provide support to Municipalities and Municipal 
•  Embrace participation in system testing of all applications affecting the Customer Service Department

KEY SERVICE AREA

• Manage all existing areas of requirement that are  recorded and assigned to the team  and track the process from end to end 
• Investigate and resolve all queries from different stakeholders; 
• Facilitate stakeholder participation to ensure a proactive approach to fixing potholes on all provincial and municipal roads  
• Handle all related queries and related questions.  
• People management  
• Develop and manage intergovernmental coordinating mechanism for effective closure delivery at the municipal sphere and horizontally 
• Manage social media engagements  

REPORTING

• Manage and Compile Daily, Weekly and Monthly Reports 
• Manage and maintain daily targets and show sense of urgency on impromptu Business and Departmental requirements. 
• Assist with all audit queries 
• Compile and report on email campaigns and SMS campaigns  

PEOPLE MANAGEMENT​​​​​​​

• Provide guidance to staff, ensure performance management of staff 
• To contribute a working environment that is conducive through managing and instilling behaviour supporting the organisational values. 
• To adhere to the legislative framework that defines human Resources’ strategies, policies, procedures, processes, and documentation. 
• Maintain a working environment that is conducive through personal, internal, and external business conduct that supports organisational values