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SOUTH AFRICAN CIVIL AVIATION AUTHORITY (SACAA) VACANCIES
SOUTH AFRICAN CIVIL AVIATION AUTHORITY (SACAA)
TEAM LEADER: CONTACT CENTRE (MIDRAND)
Reference Number SA-215
Description
OVERALL PURPOSE OF THE JOB
- Manages and leads the Contact Centre Team.
- Communicates organisations goals, safety practices, and deadlines to team.
- Motivates team members and assesses performance.
- Participate in hiring and training and keep management updated on team performance.
- Communicate concerns and policies among management and team members.
- Monitor inbound and outbound calls and emails responses to assess the demeanour, technical accuracy, customer service performance, and adherence to company policies and procedures.
- Provides actionable data to various internal support groups as needed.
- Analysing statistics or other data to determine the level of customer service the organisation is providing.
- Use quality monitoring data management system to compile and track performance at team and individual level.
- Monitor customer queries/ complaints and timeous closure of cases.
- Keeping records of Customer Queries / Compliments /Complaints Ensure adherence to stipulated SLAs.
- Monitor that the call centre staff are following the correct procedures/process when logging calls.
- Assessing the quality of the performance of contact Centre who deal with the SACAA stakeholders.
- Coordinate and facilitates call calibration sessions for call centre staff. Provide feedback to call centre team leader and manager.
- Analyse statistics or other data to determine the level of customer service.
- Take corrective action to rectify deficiencies within the Contact Centre.
- Manage and lead the Contact Centre team.
- Identifying areas of development, leading, coaching and management of individual/team performance.
- Check and monitor the daily helpdesk reports.
- Provide trend data analysis to the contact centre team and management
Requirements
MINIMUM REQIOREMENTS
EDUCATION
- National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or relevant equivalent qualification
- A relevant 3-year Degree in Business Studies; Consumer Studies; Management Studies; Marketing, Public Relations or a relevant equivalent qualification.
EXPERIENCE
- 3-5 Years experience in Call Centre or Customer Relationship Management
CLOSING DATE: 12 June 2024
All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.
Work Level Junior Management
Job Type Permanent
Salary Market Related
EE Position Yes
Location Midrand
PLEASE APPLY HERE
EXTERNAL COMMUNICATIONS SPECIALIST (MIDRAND)
Reference Number SA-216
Description
Overall, Purpose of the Job
To support the delivery of the organisation’s communications strategies aimed at external stakeholders. To manage and create content for the website and various digital platforms.
Website and Digital platform Management
- Assist in the management of the website and digital platforms
- Develop and implement digital communication strategies
- Communicate, inform, and advise all relevant stakeholders of the SACAA media policy and procedures
- Manage social media platforms including regular updates and timeous responses to queries
- Monitor the relevant coverage, mentions and clips across all media platforms
- Analyse and compile reports on digital communication activities on a monthly or as and when requested
- Provide support on any external communication objective derived from the implementation of any other communications strategy employed by the department. For example, branding and corporate social investment strategies/ plans
- To utilise best practice and emerging digital communications tools.
- Provide support on any external communication objectives derived from the implementation of any other communication strategy employed by the department. For example, branding and corporate social investment strategies/ plans
- Assist in the development of new strategies and content on the Intranet,
- Research, develop and write content for various communications platform such as:
- Social media platforms
- Website and intranet
- Presentations
- Magazines, booklets, brochures, and leaflets
- Editorials and Advertorials
- Any other promotional material and company documentation
Requirements
Education
Minimum
National Diploma in Communications/Public Relations/Media/Journalism or other relevant qualification at an NQF level 6.
Ideal
- Degree in Communications / Public Relations / Media/Journalism or other relevant qualification at an NQF level 7.
- Digital marketing qualifications will be an additional advantage.
Experience
5-7 Years experience in Corporate Communications or Public Relations
Closing date: 11 June 2024
All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.
Work Level Mid-Level
Job Type Permanent
Salary Market Related
EE Position Yes
Location Midrand
PLEASE APPLY HERE
SPECIALIST: CSI, BRANDING AND EVENTS (12 MONTHS FIXED TERM) (MIDRAND)
Reference Number SA-214
Description
Overall, Purpose of the Job
To develop a Corporate Social Investment strategy and manage the corporate events calendar in order to promote a strong awareness of the SACAA brand.
Manage the Corporate Social Investment (CSI) Strategy
- Conduct research to provide inputs to the CSI Strategy.
- Develop a CSI Strategy, ensuring adherence to the CSI and sponsorship policy and procedure
- Develop comprehensive CSI strategy/programmes
- Implement, monitor and track the delivery of a CSI programme in support of the Communications Strategy
- Manage sponsorship requests and provide recommendation reports
- Develop and manage the annual corporate calendar and update regularly
- Provide guidance and council to ensure that events meet the organisation's acceptable standards and procedures.
- Ensure events meet the intended objectives through monitoring and evaluation
- Manage the planning and execution of all major events
- Develop an annual advertising strategy to increase organisational brand awareness as well as to promoting organisational strategy objectives
- Identify key trade shows and exhibitions to promote the SACAA brand and expand networking opportunities for the organisation’s personnel.
- Identify and propose brand-building opportunities
- Assist in development and refinement of uniform graphic standards and visual brand strategies.
- Ensure brand communication for areas of responsibility are consistent with the company and brand positioning.
- Provide design and direction for collateral, web, and other visual communications media for the company.
- Manage visual media library of photos and video footage
- Help promote uniformity and consistency of brand.
- Manage the procurement of branding material
Requirements
Education
- Minimum
Ideal
Degree or Post Graduate qualification in Communications / Public Relations/Marketing or other relevant qualification at an NQF level 7.
Experience
5-7 Years in Communication and Marketing
5-7 Years in Events Management or Branding
All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.
Work Level Skilled
Job Type Temp
Salary Market Related
Duration 9 - 12 Months
EE Position Yes
Location Midrand
PLEASE APPLY HERE