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e.tv is South Africa’s biggest independent and free-to-air television channel. Established in 1998, the channel has been in existence for over two decades and appeals to all races, genders, ages and income groups.
Read more about this company
- The Customer Care Team Leader would be required to manage a team of OMNI channel customer care agents. To respond to/resolve and log all viewer interactions, monitor transmission, source relevant information, contribute to the continuous development and growth of the customer care department and promote the e-Brand through excellent customer service.
Here's what you can expect to be doing in the role:
Team Management
- Compiling, assessing, and reporting on customer care agents KPI outputs.
- Quality assurance on both inbound, outbound, and written customer interactions.
- Coaching agents where areas of improvement are identified, and tracking performance for improvement.
- Share performance stats daily when on shift.
- Managing all team leave requirements, filing of all sick notes and return to work discussions.
- Performance discussions with all customer care agents monthly.
- Participate in the interviewing process when we are recruiting.
Maintain Customer Relations
- Managing all supervisor calls.
- End to End tracking and resolution of all customer escalations.
- Promotion of the eMedia Investment brand names and loyalty to the channel through excellent service delivery
Handling Written Correspondence Platforms
- Assisting with email correspondence on all mailboxes managed by customer care.
- Assisting with queries on all social media pages managed by customer care.
- Logging interactions for all the queries handled on the latter platforms.
Adhoc Requirements
- Ad-hoc monitoring of transmission of eMedia Investment channels to pro-actively identify and report transmission problems.
- Creating, updating, and managing the call centre work schedule.
Key Performance Indicators :
Performance will only be satisfactory in terms of Team Management if:
- Agents achieve a minimum number of 85 customer contacts per month.
- Productivity of 80% or higher is achieved.
- An average call handling time of 4:30-4:59 is maintained.
- Agents log a minimum of 90% of all their customer interaction on CRM.
- Agents achieve a 90% call quality average per month.
- Knowledge assessments are conducted and a score of 85% achieved.
Additionally
- Agents should be settled at their desks and ready to take calls at the start of the shift.
- Adhere to the daily work schedule i.e., breaks, working time and not ready reasons.
- Monitor all stats that impact on the overall performance of the call centre. (Return to Queue, etc)
Reporting
- All reports to be submitted daily, weekly, monthly and adhoc reports as per the agreed time.
- Create the complaints report for the Legal Department.
Call Listening
- Listening to 2 calls per agent per form for quality assurance.
- Additional calls for coaching when needed.
- Call audits when instructed.
- Call calibrations.
Coaching Customer Care Agents
- Coaching on all metrics that are not being met.
- Coaching on the 2 calls assessed for the month in terms of quality assurance.
- Additional coaching as and when needed.
Here's what we will expect from you:
- Qualification: National Senior Certificate(Matric)
Language: English
Experience: A proven track record with relatable reference and at least 3 years customer care experience in a call centre environment.
Specific Professional Experience:
- Attention to detail and thorough administration skills.
- Be able to work under pressure.
- Interpersonal skills.
- Conflict management.
- Effective communication skills (Written and spoken)
- Team oriented and result driven.
- Leadership.
- Adaptability/Change Management.
- Developing self and others.
- Planning and Organising.
go to method of application »
Description
- The incumbent would be required to ensure all technical aspects of the bulletin are met. To assist with producing creative and compelling content for the Channel.
Interpersonal and team relationships
- Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives.
Personal development
- Complete Individual Development Plan. Attend learning and development courses. Participate in peer and team learning initiatives.
Budget Compliance
- Comply with work rules, standards and methods. Take care to minimise waste.
Writing
- Good knowledge of South African and global news.
- Ability to write to visuals.
- Fact checking all details.
- Stories must be accurate and unbiased.
- Be able to write factual copy with mininal supervision.
Technical
- Excellent understanding of newsroom workflow systems( Dalet).
- Ability to edit visuals, cut headlines according to script.
- Cutting of bytes, interviews and overlay.
- Conduct research on programme topics.
- Check electronic media, social media and articles of interest.
- Check archives for specified and appropriate visuals.
Communication
- Ability to work in a team.
- Good inter-personal skills.
- Good communication skills.
- Ability to work under pressure in a breaking news environment.
- Being able to problem solve especially in a breaking news environment.
- Have valuable contacts to enhance the channel’s news coverage through unique tip-offs.
- Be persuasive and convincing to newsmakers that the channel needs to be on top of news.
- Compile and provide info pack for the Anchors for guest interviews.
- Arrange and suggest guests for the various shows.
Requirements
Qualifications
- National Senior Certificate - Essential
- National Diploma in Broadcast/Journalism - Essential
Experience
- 3 years in Producing/ Broadcast/ Journalism - Essential
- Driver's License - Essential
Computer Literacy
- MS Office Suite - Advanced
Functional/Technical Competencies
- Problem solving skills
- Planning skills
- Organising skills
- Decision-making skills
- Interpersonal skills
- Communication skills
- Presentation skills
- Facilitation skills
- Coping under pressure
- Conflict handling skills
go to method of application »
Description
- The incumbent would be required to report on news stories of the day through, live content and packages.
Interpersonal and team relationships
- Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives.
Personal development
- Completing Individual Development Plan.
- Attending learning and development courses.
- Participating in peer and team learning initiatives.
Budget Compliance
- Comply with work rules, standards and methods. Take care to minimise waste.
Conducting Research
- Conducting research and writing scripts on topics prior to broadcasts.
- Identifying newsworthy events and developments and generating unique story ideas from this.
- Attend weekly diary meetings to pitch, discuss story ideas and developments and plan the week ahead with the team.
- Generating thought provoking and compelling stories.
- Checking electronic media (wires), social media and articles of interest.
- Checking archives for specified and appropriate visuals.
Conducting Interviews
- Representing the organization at conferences, press briefings, events, and interviews.
- Interviewing eyewitnesses, authorities, and people of interest in news stories.
- Assigning & Briefing the Camera Operator and Interviewee prior to broadcast.
- Conducting preliminary telephonic interviews.
- Asking probing follow-up questions.
- Ensuring interviews contain a variety of voices and/or angles.
Writing Scripts
- Writing scripts in line with visuals.
- Transcribing and summarizing events for further news purposes.
- Providing time coded short list with all scripts for Sub-Editors.
- Checking facts with relevant stakeholders to ensure that stories are accurate and unbiased.
- Deliver a well-researched story including a video that has unique angles for eNCA`s online audience.
Reporting
- Updating and maintaining a strong contact base for story ideas.
- Knowledge of current local, national and international news.
- Traveling to events and ensuring the proper maintenance, security, and care of recording equipment.
- Working collaboratively with Cameramen and other members of a reporting team.
- Attending and reporting on events that are of interest to the public.
- Delivering scripted, spontaneous, live, and prerecorded reports on newsworthy events.
- Provide compelling packages with content for television.
- Conducting live and on camera interviews that are hard-hitting and probing.
- Conducting live reports from the field ensuring accuracy and objectivity.
- Ensuring stories have depth and quality.
- Doing in-studio lives that are professional and informative.
- Providing the news desk with regular updates on stories by adhering to the editorial deadlines.
- Adhering to story deadlines.
- Taking a multi-media approach to individual stories done by use of graphics and animations thereby ensuring good sound quality, still pictures as well as moving visuals and overall content are shared, prepared and edited properly – ready for air.
- Ensuring a professional appearance, language use, and manner throughout reports.
Requirements
Qualifications
- National Senior Certificate - Essential
- 3-year National Diploma in Media Studies/ Television/ Journalism and/or Communications - Essential
Experience
- 5 years as a Reporter in News/Television and/or Broadcast Journalism - Essential
- Driver's License - Essential
- Own Vehicle - Recommended
Computer Literacy
- MS Office Suite - Advanced
Functional/Technical Competencies
- Ethical and professional research and reporting skills.
- Excellent communication and presentation skills.
- Able to form and ask probing questions to interviewees.
- Passionate about the news and current events.
- Well-spoken, engaging, and knowledgeable about news events.
- Critically-minded, meticulous, and excellent recall of facts.
- Adventurous, calm under pressure, and determined to uncover the truth.
- Great interpersonal and rapport-building skills.
go to method of application »
Description
- The incumbent would be required to report on news stories of the day through, live content and packages.
Interpersonal and team relationships
- Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives.
Personal development
- Completing Individual Development Plan.
- Attending learning and development courses.
- Participating in peer and team learning initiatives.
Budget Compliance
- Comply with work rules, standards and methods. Take care to minimise waste.
Conducting Research
- Conducting research and writing scripts on topics prior to broadcasts.
- Identifying newsworthy events and developments and generating unique story ideas from this.
- Attend weekly diary meetings to pitch, discuss story ideas and developments and plan the week ahead with the team.
- Generating thought provoking and compelling stories.
- Checking electronic media (wires), social media and articles of interest.
- Checking archives for specified and appropriate visuals.
Conducting Interviews
- Representing the organization at conferences, press briefings, events, and interviews.
- Interviewing eyewitnesses, authorities, and people of interest in news stories.
- Assigning & Briefing the Camera Operator and Interviewee prior to broadcast.
- Conducting preliminary telephonic interviews.
- Asking probing follow-up questions.
- Ensuring interviews contain a variety of voices and/or angles.
Writing Scripts
- Writing scripts in line with visuals.
- Transcribing and summarizing events for further news purposes.
- Providing time coded short list with all scripts for Sub-Editors.
- Checking facts with relevant stakeholders to ensure that stories are accurate and unbiased.
- Deliver a well-researched story including a video that has unique angles for eNCA`s online audience.
Reporting
- Updating and maintaining a strong contact base for story ideas.
- Knowledge of current local, national and international news.
- Traveling to events and ensuring the proper maintenance, security, and care of recording equipment.
- Working collaboratively with Cameramen and other members of a reporting team.
- Attending and reporting on events that are of interest to the public.
- Delivering scripted, spontaneous, live, and prerecorded reports on newsworthy events.
- Provide compelling packages with content for television.
- Conducting live and on camera interviews that are hard-hitting and probing.
- Conducting live reports from the field ensuring accuracy and objectivity.
- Ensuring stories have depth and quality.
- Doing in-studio lives that are professional and informative.
- Providing the news desk with regular updates on stories by adhering to the editorial deadlines.
- Adhering to story deadlines.
- Taking a multi-media approach to individual stories done by use of graphics and animations thereby ensuring good sound quality, still pictures as well as moving visuals and overall content are shared, prepared and edited properly – ready for air.
- Ensuring a professional appearance, language use, and manner throughout reports.
Requirements
Qualifications
- National Senior Certificate - Essential
- 3-year National Diploma in Media Studies/ Television/ Journalism and/or Communications - Essential
Experience
- 5 years as a Reporter in News/Television and/or Broadcast Journalism - Essential
- Driver's License - Essential
- Own Vehicle - Recommended
Computer Literacy
- MS Office Suite - Advanced
Functional/Technical Competencies
- Ethical and professional research and reporting skills.
- Excellent communication and presentation skills.
- Able to form and ask probing questions to interviewees.
- Passionate about the news and current events.
- Well-spoken, engaging, and knowledgeable about news events.
- Critically-minded, meticulous, and excellent recall of facts.
- Adventurous, calm under pressure, and determined to uncover the truth.
- Great interpersonal and rapport-building skills.
go to method of application »
Performance Outputs
Stakeholder Interaction
- Building, supporting and maintaining healthy, diverse internal and external relationships with all relevant and applicable stakeholders to ensure achievement of organisational goals
- Managing resources in terms of appropriate allocation of skills/competencies and productivity.
- Assisting the Presenter if required.
Functional Planning and Performance
- Translating the strategy into an operational plan, where targets and performance measures are clear and aligned to the overall strategic direction/focus of the business
- Regularly monitoring the operational plan, ensuring that targets are consistently met/achieved and where necessary adapt and implement remedial steps to deliver results.
Content Generation, Broadcast Delivery and Editorial Leadership
- Generating and producing well researched, accurate, balanced, comprehensive, impartial, appealing and audience focused programming
- Ensuring that content and coverage is consistent with the organisation’s editorial policies and compiles with all applicable legislation and regulations
- Assisting on how best to capture stories/content by brainstorming both interviews and camera angles with the relevant resources
- Providing clear editorial direction, ensuring appropriate planning research and editorial judgement for all/any breaking news
- Assisting with the facilitation editorial meetings and proposing ideas for current and future content broadcasting
- Developing and maintaining a forward planning diary, ensuring that a project plan captures expected deliverables and resourcing requirements
- Assisting by ensuring that content is engaging for the audience with appropriate animation, slides and sound, info graphics and other media rich content to enhance the effectiveness
- Assisting with discussions on guest requirements, ensuring that guests are approved as appropriate subject matter experts who are interesting, engaging and enhance the content framework
- Assisting by leading pre and post programming meetings, ensuring that the Technical Operations and Editorial Teams are able to deliver programme requirements to the expected best practice and standards of the organisation
- Assisting by manage on-air content, including the creation of straps and information that is informative and engaging
Requirements
- National Diploma Journalism - Essential
- Bachelors Degree Journalism - Recommended
- Broadcast Journalism Operational 8 years Essential
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Description
- The incumbent would be required to assist the Technical Director to ensure that all relevant scripts are prepared, loaded, cleaned and correctly lined up on the teleprompter to be read by the on-air talent.
Interpersonal and team relationships
- Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives.
Personal development
- Complete Individual Development Plan. Attend learning and development courses. Participate in peer and team learning initiatives.
Budget Compliance
- Comply with work rules, standards and methods. Take care to minimise waste.
Scripting
- Testing and ensuring the teleprompter is working properly and reporting any technical issues to the Technical Director or a member of the IT Department.
- Ensuring that scripts are error free.
- Clean up, typing and saving scripts.
Production Coordination
- Operating the tele-prompter/Auto-Script.
- Ensuring all stories are lined up and prompted in the correct order to correspond with broadcast.
- Changing scripts on air or when directed to do so by editorial team or Technical Director.
- Operating in a live studio, outside broadcast and pre-record environment.
Stakeholder Liaison
- Receiving and implementing directves from the Technical Director.
- Alerting the Technical Director and Assistant Programme Editor of any irregularities timeously.
Requirements
Qualifications
- National Senior Certificate - Essential
- Diploma and/or Advanced Certificate in Broadcast - Essential
Experience
- 1-2 years as Autocue Operator in Broadcast/Technical Environment - Essential
Computer Literacy
- MS Office Suite - Advanced
Functional/Technical Competencies
- Problem solving skills
- Planning skills
- Organising skills
- Interpersonal skills
- Persuasiveness
- Communication skills
- Coping under pressure
go to method of application »
Description
- The incumbent would be responsible for managing the studio crew including crew schedules, booking freelancers, performance reviews, managing leave and disciplinary matters.
Interpersonal and team relationships
- Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives.
Personal development
- Complete Individual Development Plan. Attend learning and development courses. Participate in peer and team learning initiatives.
Budget Compliance
- Comply with work rules, standards and methods. Take care to minimise waste.
Operational
- Manage technical operations studio crews to ensure sections deliver high quality service to relevant departments.
- Book Freelancers for the department and reconcile invoices ensuring that the information provided is accurate and corresponds to the bookings.
- Plan, develop and maintain the employee work schedules and leave for studio crews based on broadcast demands to ensure completion of workflows.
- Ensure efficiency and that timelines and deadlines are met in the department.
- Manage training and development of staff aligned to the strategy of the business and the budget.
- Gathers news; disseminates information among all other production staff; advance planning for shows.
- Reacts immediately to breaking news; serves as the primary studio crew/technical point person for coordinating studio broadcasts.
- Informed and up-to-date on news events and other events.
- Prepare consolidated monthly shift reports detailing all the operational issues encountered during the broadcast.
- Manage and initiate disciplinary processes in line with the company’s disciplinary policy and procedure guidelines.
- Supply and manage crews for outside field broadcasts.
- Manage Perfomance Appraisal process with studio crews.
- Work with editorial on conceptualizing on-air looks/studios.
- Assisting as Technical Director as and when required.
Communication
- Clear, consistent and real-time communication to ensure quality and delivery of broadcast.
- Ensure that all operational aspects of the broadcast are correct and running smoothly.
- Building strategic working relations with staff, support services and suppliers through regular meetings.
Requirements
Qualifications
- National Senior Certificate - Essential
- National Diploma in Film and Television - Essential
- Bachelor's Degree and/or Advanced Diploma in Film and Television - Recommended
Experience
- 8 - 10 years in Crew Supervising and Technical Directing - Essential
- Driver's License - Essential
- Own Vehicle - Essential
Computer Literacy
- MS Office Suite - Advanced
Functional/Technical Competencies
- Problem solving skills
- Planning skills
- Organising skills
- Decision-making skills
- Interpersonal skills
- Coaching skills
- Mentoring skills
- Persuasiveness
- Communication skills
- Presentation skills
- Facilitation skills
- Coping under pressure
- Conflict handling skills
go to method of application »
Description
- The incumbent will be responsible for editing and assembling recorded raw material to create a visually captivating, high quality, suitable finished product, complying with the standards and requirements for on-air broadcasting as required, with a good understanding of video and audio formats and the compression and conversion thereof.
Interpersonal and team relationships
- Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives.
Personal development
- Complete Individual Development Plan. Attend learning and development courses. Participate in peer and team learning initiatives.
Budget Compliance
- Comply with work rules, standards and methods. Take care to minimise waste.
Editing
- Video editing both long and short form content for news and current affairs, according to a specific SOP.
- Liaising with editorial team on the requirements/needs.
- Planning creative edits when needed.
- Making sure video is corrected/graded if necessary and possible, and to the required standard.
- Making use of blurs/voice alteration when required.
- Recording and laying of audio/voice overs.
- Sourcing sound effects & soundtrack when required.
- Correct audio levels on the correct channels, this includes prepping long form content for Audio Final Mix edit.
- Using graphics effectively.
- Adding subtitles correctly to spec.
- Adding run-ins and run-outs to all edits, as per the broadcast specifications.
- Including durations when exporting videos.
- Recalling archive material and archiving when required.
- Liaising with the Editorial, Quality Control function, and Master Control Room (MCR) team to make sure all video edited content is within broadcast specifications.
General/Adhoc
- Archiving material/retrieving archive according to requirements.
- Follow and maintain the Company's brand guidelines.
- Ensure transactions are managed in accordance with the relevant and approved processes and protocols.
- Liaising with editorial team on creative aspects.
- Liaising with the Editorial team to make sure all packages are within broadcast specification.
- Maintaining any equipment within the edit suite.
- Manage and oversee all technical aspects of video recording and editing.
- Reporting any technical issues to the technical support and relevant department.
- Work both on and off-site.
Requirements
Qualifications
- National Senior Certificate - Essential
- National Diploma in Broadcasting, Media and/or Film Editing - Essential
- Bachelor of Arts/Bachelor of Science in Broadcasting, Media and/or Film Editing - Recommended
Experience
- 3-5 years in Video Editing in Media or Broadcasting Industry - Essential
Computer Literacy
- MS Office Suite - Advanced
- Final Cut Pro 7 & X - Advanced
- Adobe After Effects - Advanced
- OneCut - Advanced
Functional/Technical Competencies
- Attention to detail
- Communication skills
- Conflict handling skills
- Coping under pressure
- Decision-making skills
- Problem-solving skills
- Interpersonal skills
- Organising skills
- Persuasiveness
- Knowledge and a good understanding of motion graphics is preferred
- Good understanding of non-linear editing programmes
- (AVID, Final Cut Pro, Adobe Premier)
Method of Application
Use the link(s) below to apply on company website.
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