Hot Jobs at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS

• Matric
• Twelve months or more experience in a call centre environment at a Supervisory Level

KNOWLEDGE AND EXPERIENCE

• 2 years supervisory experience in a corporate call centre environment.

KEY RESPOSIBILITIES

Call Centre Management

• To supervise the achievement of daily, weekly and monthly required Call Centre Customer Service Levels
• To supervise and address compliance to all established policies, procedures, work instructions and other supporting documentation to achieve the Call Centre Key performance objectives
• To jointly identify and coach/facilitate skills training needs
•      required to achieve the performance objectives of the call centre operations.

Telephony capacity and Functionality

• To monitor the functionality of Website Enquiries and related call centre technologies required to achieve daily Website Enquiries operational requirements.
• To supervise, address and report on daily website enquiries statistics

Provision of Customer service solutions

• To measure and monitor of end to end customer service delivery in the website enquires for all Road Users on identified    tolling networks.
• To assign and supervise operator tasks within the productivity and quality management programme and
•      reporting on progress of improvement plans so that the call centre key performance objectives are achieved.

Provision Account of management services

• To supervise and monitor the delivery of real time account management services to Road Users accessing the telephonic and online customer service channels in order to register, query and/or make payments against their TCH e-toll accounts.

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MINIMUM REQUIREMENTS:

• Grade 12 
• N.D Diploma in I.T or equivalent qualification 
• At least 5 years’ experience in 3rd level I.T support 
• ITIL v3 Foundation 
• MCSE SQL and Oracle 
• Driver’s license Essential 

ADVANTAGEOUS:

• CCNA / CCNP

KEY RESPONSIBILITIES:

Operational

• Provide RSS 3rd Level support (R&D interaction and deep analysis) 
• Investigate all 3rd level related tickets and provide resolution in a timely manner
• Support and suggest improvements plans for all daily operational issues 
• Provide guidance and assistance to RSS operations divisions including monitoring, maintenance and workshop teams 
•  Plan and perform formal testing, regression, system testing and defect closure 
• Support updates of procedures and processes 
• Ensures that all pre-testing and approvals have been executed prior to any change or release 
•  Implement changes and releases and ensure that all associated documentation that is affected has been updated 
• Evaluate & follow up on Key Performance Indicators (KPI). 

Key Service Area

• Reporting
• Release & Testing Management
• Change Management
• Operational Support

Reporting

• Compile 3rd level Incident and Problem ticket report for management 
• Compile investigations report for specific RSS incidents and provide recommendations for resolution and associated plans for implementation and future prevention 
• Compile Ad hoc reports as and when required by the management 
• Analyse and report on system data to proactively indicate system malfunction for contractual obligations 

People Management

• Manage projects together with RSS monitoring, workshop team and RSS maintenance team 
• Build and maintain relations with third parties, 2nd , 3rd & 4th level support. 

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MINIMUM REQUIREMENTS:

• An Administrative qualification at an NQF level 6
• Proficiency in MS suite
• At least five years of relevant personal assistant experience at an executive level.
• Good understanding of HR analytics
• Proficiency in report writing

KEY RESPONSIBILITIES:

Executive Support

• Work closely and effectively with the CHRO to keep him/her well informed of upcoming commitments and responsibilities, following up proactively and appropriately.
• Act as the conduit between the CHRO and internal/ external stakeholders.
• Ensure professionalism, privacy and high confidentiality in handling all matters in the CHRO’s office.
• Serve as the primary point of contact for internal/ external stakeholders on all matters pertaining to the CHRO, including those of highly confidential and critical nature.
• Prioritise and determine appropriate course of action, referral, and responses, exercising judgment to reflect CHRO’s style and SANRAL policy.

Administration and office management

• Proactively support the CHRO of the respective function with matters within their scope of work.
• Responsible for filing and documentation management for the CHRO and the respective function as required.
• Process incoming documents by prioritisation and distribute to the relevant party accordingly (e.g. memorandums, claims, authorisations) amongst other related responsibilities for the CHRO and the division.
• Type and draft correspondences such as memo’s and letters amongst others when required
• Ensure timely and quality submissions of reports to the Office of the CEO/Board Committees
• Complete a broad variety of administrative tasks that facilitate the CHRO’s ability to effectively lead the Division, including assisting with special projects; designing and producing complex documents, reports and presentations; collating and preparing information for meetings with Management, staff and external stakeholders; composing and preparing correspondence

Co-ordination / Meetings

• Co-ordinate all travel requirements within the respective function.
• Co-ordinate and maintain calendar and schedule of the CHRO regarding meetings, deadlines, reports and other duties.
• Prioritise inquiries and requests, while trouble shooting conflicts; make judgments and recommendations to ensure smooth day-to-day engagements.
• Co-ordinate activities between functional leadership and direct reports.
• Co-ordinate facilities-related requirements for the team i.e. arrangement of laptops, access cards etc.
• Organise internal and external meetings on behalf of the CHRO ensuring all necessary requirements are made e.g., meeting venue, presentations, agenda etc.
• Responsible for accurate and complete minute-taking and timely distribution thereof, including management of action points.

Compliance & stakeholder liaison

• Ensure compliance of submission dates to relevant structures.
• Ensure liaison of respective function with other functions within SANRAL as well as external stakeholders.
• Attend to general enquires from external stakeholders within the respective function.

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MINIMUM REQUIREMENTS:

• A Bachelors Degree/ B.Tech in Engineering or related
• Project Management Qualification
• Readseal Certificate in Electrician  
• 8–10 years in electrical & maintenance management.
• Hands-on experience with industrial equipment and automation systems.
• Proven record of improving equipment reliability and reducing downtime.
• Code EB driving license

KEY RESPONSIBILITIES:

Operational

• Manages the key performance areas and result indicators associated with the repair, maintenance and refurbishment of gantries and technical shelters.
• Ensures that the company’s information technology needs are serviced.
• Manages own departmental budget and oversees the company budget for IT and tools/equipment; and
• Manages the utilisation, productivity and performance of all employees in the E&M department.

Key Service Area

• Manages projects (e.g. from initial scoping negotiations through to completion and hand-over, by guiding the drafting, adjudication and reporting processes about business requirements
• Participating in the appointment process and briefing contractors on the terms, scope to enable evaluation the submission
• Resolving technical disputes and contractual claims and preparing the necessary reports.
• Review and devises work methods and systems for E&M maintenance/repair

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MINIMUM REQUIREMENTS:

• A Diploma in Security Management or equivalent qualification.
• At least ten (10) years of technical and security control room supervisor experience.
• Grade A certificate from Private Security Industry Regulatory Authority (PSIRA)  
• Relevant security technical systems training certificates
• Certified for security systems installation, repair and maintenance with major leading security systems brands, with the SCADA system being a key requirement
• A valid driver’s license: Code 08 / EB 

ADVANTAGEOUS:

• SCADA Access Control Certification 
• CCTV Certified Installer 

KEY RESPONSIBILITIES:

Operational:

• Supervise the security control room operations in relation to the monitoring of electronic security systems and building management systems.
• Supervise all operational activities to ensure that all faults with regards to technical security systems and the SCADA system are reported on the system as per defined call logging process and assigned to the correct department
• Follow up with Helpdesk to ensure that calls are finalized and resolved
• Manage all activities to ensure that all COC and related Facilities are secured and that all alarm activations are investigated, and all incidents reported as per defined process and protocol for:
• Burglary
• Panic / Duress.
• No Communication / Fail to contact signal business / after hours.
• Unidentified alarm signal business hours.
• Tamper after / business hours.
• Supervise all activities to ensure that all COC and related Facilities are in order and all systems are operational as per defined process and protocolsEnsure that access to unmanned facilities is strictly controlled according to access authorisation protocols to prevent unauthorised access.
• Monitor all activities to ensure contractors’ safety while doing after hour’s maintenance at the Roadside Sites as per defined process and protocols
• Monitor company telephone usage to prevent misuse by staff.
• Monitor all related operational costs in accordance with financial processes, prescribed schedule of payments, procurement and subcontractor management policies and procedures.
• Monitor the delivery and maintenance of all resources (facilities, IT, security etc.) required to ensure operational continuity.Monitor, analyse and facilitate service delivery in a timely and efficient manner

Reporting

• Compile technical security assessment reports
• Compile technical security systems performance reports
• Contribute to the compilation of security risk assessment reports.
• Contribute to the compilation of monthly security management reports.
• Contribute to the compilation of ad hoc progress reports as formally requested through processes or arising out of general security risk assessment.

People Management

• Supervise Security Technicians and security control room Operator
• Monitor the performance and conduct of personnel under his or her supervision and ensure adherence to regulatory and statutory framework.
• Provide training, coaching and mentorship of subordinates
• Maintain a working environment that is conducive through personal, internal and external business conduct that supports organisational values.

Additional Functions:

• May be required to manage site security guarding and road infrastructure security patrol services where needed

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MINIMUM REQUIREMENTS:

• A Senior Certificate (Grade 12)
• A National Diploma I.T or equivalent qualification.
• At least 5 years of IT experience with a minimum two (2) years as a Senior IT Engineer 
• Two (2) years of network support.
• Two (2) years of RSS Monitoring.
• One (1) year technical support 
• Certification:
• ITIL V3 Foundation 
• CCNA / CCNP, A+, N+ preferable 
• Certification of Registration Repair and Verification (NRCS)
• Accreditation: SANS 10378: 2012  
• A valid driver’s license is essential.

KEY RESPONSIBILITIES:

Operational

• Manages the key performance areas and result indicators associated with the operation, performance monitoring and incident reporting of RSS systems, in terms of ETC contractual obligations.
• Ensuring the system is always comprehensively monitored and that procedures are improved as required. 
• Reviewing all shift reports and checklists daily (LPN checklist to ensure functionality, Handover checklist to ensure shift handover completed without incident, Daily Occurrence Book to ensure proper recording and follow-up action taken, Signs Supervisor Checklist as an evidential record).
• Devising ways to improve processes and procedures, to speed up the process of repair/replacement of component.
• Manages the quality of incident tickets prepared and the quality of processes resulting in ticket closing by Performing daily checks. 
• Checks the previous day’s incident tickets and investigates further if necessary or institutes corrective action. 
• Involvement in the implementation of RSS internal projects. 
• Monitoring of all RSS implementations during projects. 
• maintaining the minimum qualifications, experience, and expertise required of a Verification Officer and Person Responsible for Repairs for verifying and testing scales within the body’s scope.
• identification of deviations from the management system or from the procedures for performing verification body activities.

Key Service Area

• RSS System Monitoring.
• RSS Incident management oversight.
• Reporting

Reporting

• Analysing daily shift reports and instituting corrective action when required. 
• Compiling and submitting equipment failure reports (based on data and images from CDR) in terms of SANRAL contract. 
• Analysing trends and reporting (weekly and monthly) on system performance and functionality against contracted KPIs (ORT 100 – Mean time before failure and ORT 125 – Mean time to repair). 
• Compile adhoc reports as and when required by the business.
• Compile Repair and Verification Certificates.
• Compile Repair and Verification Reporting of Results 

People Management

• Manage projects together with RSS workshop team and RSS maintenance team. 
• Identifying technical / non-technical skills gaps within the department and completing developmental plans for existing personnel. 
• Monitoring the adequacy of current training courses and reporting accordingly. 
• Drafting shift schedules and rostering the teams.
• Ensures that the technical knowledge and skills of staff are sufficient for current and future system, equipment and procedure developments.