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SOUTH AFRICAN NATIONAL ROADS AGENCY (SANRAL)
 
 
 
SUPERVISOR: CALL CENTRE X3
National
Permanent
 
Description
POSITION OBJECTIVE
Manage the Call Centre Operators to ensure availability and quality of customer services to Road Users for account registration, queries and claims and account payments against mobility / toll accounts. Manage, train and do performance coaching of personnel to ensure systems, process and product knowledge are in place to achieve high level of service delivery.
 
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.
 
SKILLS AND ABILITIES
  • Problem solving
  • Analytical
  • Attention to detail
  • Deadline driven
  • Stress Tolerance
  • Communication Skills
  • People Management
  • Leadership Skills
  • Interpersonal Skills
  • Report Writing Skills
 
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.
 
 
EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.
 
EMPLOYMENT EQUITY
Appointments will be made in accordance with SANRAL’s Employment Equity plan
Preference will be given to personnel who are currently performing the task.
SANRAL reserves the right not to fill any position
 
Closing date for applications:12 March 2025
 
Link to apply for this position: https://career2.successfactors.eu/sfcareer/jobreqcareer?jobId=2675&company=southafr02
 
Please note that feedback will be given to shortlisted candidates only.
 
Employment Permanent
Location SANRAL: COC Offices - 36 Assegai Wood Road Rooihuiskraal, Centurion 0157
Closing Date 12/03/2025
 
 
 
 
 





​RSS 3RD LEVEL SUPPORT ENGINEER
National
Permanent
 
Description
POSITION OBJECTIVE:
Responsible for supporting technical system functions throughout the RSS organisation by assuring system quality and performance, performing risk analysis, Software release management and delivering technical systems reports.
 
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
 
TECHNICAL COMPETENCIES:
  • Windows server 2008 to 2012 R2 Facility Risk Management.
  • Network experience in covering LAN, vLAN, WAN and HP / Cisco Switch technology and configurations Administrative management and coordination. 
  • Experience in working with 2nd level support and testing divisions 
 
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. 
 
 
EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.
 
 
EMPLOYMENT EQUITY
  • Appointments will be made in accordance with SANRAL’s Employment Equity plan.
  • Preference will be given to personnel who are currently performing the task.
  • SANRAL reserves the right not to fill any position
 
Closing date for applications:  9 March 2025
 
Link to apply for this position: https://career2.successfactors.eu/sfcareer/jobreqcareer?jobId=2674&company=southafr02
 
Please note that feedback will be limited to shortlisted candidates only. 
 
Employment Permanent
Location SANRAL Central Operations Centre: 36 Assegai Wood Road, Rooihuiskraal, Centurion
Closing Date 09/03/2025











​EXECUTIVE PERSONAL ASSISTANT
National
Permanent
 
Description
POSITION OBJECTIVE:
To provide high-quality, responsive administrative and secretarial support to the Chief Human Resources Officer as well as liaison support for the Executive Leadership Team and other key stakeholders.
 
 
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
 
TECHNICAL COMPETENCIES:
  • Excellent written and verbal communication skills.
  • Ability to achieve thoroughness and accuracy when accomplishing a task.
  • A high level of computer proficiency is required in MSWord, Excel and PowerPoint.
  • Excellent time management and organisational skills.
  • Ability to stay focused on different tasks, and use your time, effectively and efficiently to achieve the desired outcome.
  • Demonstrate the ability to organise different elements of a complex body or activity to enable them to work together effectively.
 
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.
 
 
EMPLOYMENT REFERENCE CHECKS
Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.
 
Please note that this is a confidential document and is intended for internal use by SANRAL’s Human Resources department only.
 
EMPLOYMENT EQUITY
  • Appointments will be made in accordance with SANRAL’s Employment Equity plan.
  • SANRAL reserves the right not to fill any position
 
Closing date for applications: 07 March 2025
 
Link to apply for this position: https://career2.successfactors.eu/sfcareer/jobreqcareer?jobId=2673&company=southafr02
 
Please note that further communication will be limited to shortlisted candidates only.
 
Employment Permanent
Location SANRAL Head Office: 48 Tambotie Ave, Val de Grace, Pretoria, 0184
Closing Date 07/03/2025




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