Vala Zonke Supervisor (2548) 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) 

KEY RESPONSIBILITIES

OPERATIONAL

• Managing the maintenance of Vala Zonke War Room requirements, understanding the legislation and regulations, and managing the implementation thereof. 
• Participate in all forums with all stakeholders and contribute on project developments when necessary. 
• Provide support to Provinces in the developing of Operation Vala Zonke strategies 
• Ensure a thorough investigation on all enquiries received and provide a solution that meets the Operation Vala Zonke Project needs within Operational KPI’s. 
• Provide excellent Customer Services delivery to all Stake Holders in accordance with the stakeholder’s strategies expectations 
• Develop processes and procedures in support of Operation Vala Zonke project, Review, develop and amendment of the processes and procedures to align with project needs 
• Organise, manage any road shows for Operation Vala Zonke project and respond to queries and questions from stakeholders and address issues related to the interpretation of the Project 

OPERATIONAL continues

• Monitor and evaluate the effectiveness of the processes and co-develop Standard Operating Procedures to guide all stakeholders on the implementation of the Project  
• 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 involved to resolve all potholes reported promptly. 
• Maintain a culture of acknowledging all communications from various stakeholders for an effective relationship management. 
• Management of the Teams linked to the various Provinces  
• 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 Infrastructure support Team on Municipal and National roads pothole programmes, 
• Attentive to system changes, participation in system testing of all applications affecting the Customer Service Department  
• Monitor Social Media platforms  
• Interactive in team talks, show innovativeness, problem solving skills and complete your action item list within the provided deadline

KEY SERVICE AREA

• Coordinate the National Pothole Programme, and relationships with provincial and local governments and support their jurisdictions and pothole repair programmes   
• Manage all existing potholes recorded and assigned to maintenance teams and track the repairs from end to end 
• Investigate and resolve all queries from different stakeholders; provinces and municipalities to ensure the success of the project 
• Provide support to all national and provincial role-players to ensure that Operation Vala Zonke project is implemented effectively.  
• Facilitate stakeholder participation to ensure a proactive approach to fixing potholes on all provincial and municipal roads  
• Handle all related roads infrastructure related potholes queries and related questions.  
• People management  
• Develop and manage intergovernmental coordinating mechanism for effective potholes 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  
• Manage Social Media Reports regarding VALA Zonke War Room  

PEOPLE MANAGEMENT

• 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  
• Manage Social Media Reports regarding VALA Zonke War Room 
• 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