Job Vacancies at MultiChoice

Purpose of the Position

• Responsible for managing the day to day operations of the Second Line Support team, ensuring the team is delivering great customer service through the resolution of escalations from the Customer Care Teams (1st Line).
• Ensure that agreed targets (SLA’s) are being met and that customers are kept informed and assured of progress on a regular basis.

Operational Delivery

• Specialised customer facing role offering telephonic and email support for customer cases
• Utilise excellent customer service skills and exceed customers’ expectations
• Manage and resolve escalated and specialised issues within SLA:
• Escalations for all Showmax products
• Escalations from 1st line support teams and social media teams
• Payment escalations and disputes from banks, PayPal, and other partners
• Perform analysis (troubleshooting) and resolution of customer queries and escalations
• Route issues that cannot be resolved by the Second Line Support team to the relevant Engineering teams and track resolution
• Monitoring of dashboards to monitor usage and highlight any potential ‘red flags’ to the engineering team
• Manage known issues related to Showmax products
• Ensure high quality of escalations by proper recording, documentation, and resolution. Providing feedback to team leader
• Create troubleshooting guides to enable improved support for Showmax products

Qualifications

Qualifications Essentials:

• Diploma in IT or relevant qualification

Qualifications Preferred:

• Degree

Experience

• A minimum of 3 year of experience in an IT/Digital Support role with entertainment industry knowledge preferred
• Strong written and verbal communication skills, with the ability to clearly present concepts at all levels 
• Excellent problem-solving issues 
• Adapts to new, last minute, unplanned, and difficult assignments 
• Understanding of the digital television market
• Technical CompetenciesStrong analytical skills
• Strong communication skills
• Good interpersonal skills
• High levels of customer service
• Proficiency in Microsoft Office
• Reporting

Behavioural Competencies

• Proactive
• Flexible
• Outcomes driven
• Team player
• Relationship Building
• Holistic Thinking
• Persuading & Influence
• Structured / Organized
• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perserverance
• Motivating
• Prioritisation
• Analytical Thinking

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Purpose of the Position

To manage and lead creative and strategic direction of broadcasting for Africa and Maximo productions within SuperSport. Guide the creative direction of broadcasting within SuperSport and collaborate with key stakeholders and sports bodies to ensure the relevance, quality and exceptional standards associated with the SuperSport brand.

Key Performance Objectives

• Strategy Development & Execution Provide inputs to the development of Production strategy that ensures that the Africa and Maximo productions portfolio is aligned to the group’s growth strategy for the relevant markets
• Ensure that production planning is aligned to the master content and production strategy of the MultiChoice Group
• Budget ManagementManage financials and associated controls
• Compile and manage annual budgets
• Ensure Cost effective use of resources
• Ensure targets are met as per production requirements and specifications
• Ensure variable strategies are planned to meet budget requirements
• Ensure production stays within budget
• Ensure relevant parties are informed regarding billing requirements
• Manage cash flow and reporting
• Stakeholder ManagementEngage with applicable sporting associations and bodies to promote the SuperSport brand
• Build effective relationships with key stakeholders within the sporting community to promote the SuperSport brand
• Build effective relationships within the broader Broadcasting community and with 3rd party suppliers
• Creative ControlEnsure the creative process is driven and controlled as per best practice
• Ensure creative content is appropriate to the look and feel of the SuperSport brand
• Ensure new Programme ideas to add value to productions are researched and suggested
• Ensure suggestions from all levels of staff are considered in the creative process
• Exercise creative control over Africa content, both in African languages, English and Portuguese
• Governance & Risk Management Continuously identify risks, develop mitigations and report or escalate where relevant
• Ensure compliance with licence conditions, and safeguard SuperSport’s reputation
• Collaborate with the finance and content teams to ensure adequate contractual compliance
• Review audit issues and findings to ensure adequate measures are implemented to mitigate against risks
• Content OriginationEnsure content meets standards of the SuperSport Brand
• Ensure content of Build-ups, inserts and live events meets requirements of target audience
• Ensure content remains correct and up to date according to relevant sport requirements
• People ManagementManage team members to ensure effective delivery of business unit objectives
• Develop a high performing team by embedding formal performance development and informal coaching
• Encourage frequent knowledge sharing between team members
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met
• Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member
• Approve leave requests for team members and create a leave plan to ensure adequate coverage
• When required, initiate disciplinary processes for team members calling on HR for support
• Resolve grievances raised by team members and escalate only if required
• Address poor performance of any team member through the formal Performance Improvement programme and ensure that continued poor performance is appropriately dealt with
• Motivate team members and ensure that their efforts are recognised
• Production ProcessParticipate in the long-term visioning process by being available throughout the development phase of the project
• Thoroughly participate in pre-production, resulting in all production elements being completed and available on time
• Prepare the production process in conjunction with Senior Producer and Directors
• Report successes and failures according to SOPs to ensure an evolving standard for future productions
• Manage relevant channels in African markets, specifically Portuguese language channels
• Ensure alignment between content scheduling and planning, content production and acquisition, and content marketing in order to increase the performance of the Africa and Maximo portfolio
• Quality ControlEnsure all programmes meet required technical broadcasting standards and channel imaging

Qualifications

• A Post Graduate Degree in Media studies

Experience

• A minimum of 8-10 years in a production role or similar
• Sound knowledge and understanding of live broadcasting
• Proven experience in other departments in television
• Experienced in Broadcast Technology
• Computer literacy
• Leadership qualities
• Expert understanding in terms of the applicable laws and relevant sporting bodies associated with the sport within both the local and international context
• Experience managing content and content production in African markets and for markets with different languages

Technical Competencies

• Production Management
• Creative Control Management
• Content Development
• Budget Management
• Stakeholder Management
• Governance & Compliance

Behavioural Competencies

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence
• Coaching
• Strategic Thinking
• Networking
• Risk Management
• People Management
• Future Orientated
• Negotiation