Content Scheduler

SUMMARY:
Content Scheduler responsible for uploading, scheduling, and monitoring of media onto client screens in accordance with client needs. Based in Somerset West.

POSITION INFO:

Take incoming Calls

• Field Technician calls

-          Answer calls from Field Technicians regarding playlists, loopings, or installation content scheduling.

• Technical support overflow calls

-          Assist the Helpdesk with overflow Technical Support calls

-          Where possible, assist clients with problems and resolve tickets

-          If not able to assist, record client details and thorough description, and relay the message to relevant person/department

Outbound calls

• Assist Technical Support daily with outbound calls from the offline list

Upload content

• Receive content from the Content Department and upload content via Media Manager and allocate to CMS.
• Close manage engine ticket once content has been scheduled according to the flight schedule

Managing playlists

• Create new playlist from Field Technician requests

-          Receive playlist request from Field Technician once the installation is completed for either new or swapped out devices

-          File scheduled to the relevant network and relevant ADS number

-          Create a manage engine ticket for the above-mentioned playlisting request.

• New client playlist request from Hardware and Software Development Department (HSD)

-          Receive playlist request from HSD.

-          The file is preloaded onto the hardware component before the hardware leaving.

-          Create a manage engine ticket for the above-mentioned playlisting request

• General playlist creation

-          Receive instruction to remove, amend or create a playlist from Media Services Manager, Network Director, or Client.

-          Action as per scheduling request

Action looping request

• Receive instruction from client or FT that screen/s are down along with instructions to loop to an alternative screen and to undo looping once the screen has been repaired
• Give feedback to the client, FT, or Support that looping has been done via email, once the screen has been replaced/repaired
• Log looping instruction details, actions, and closure of Manage Engine ticket.
• Complete looping instruction and provide feedback within 30 minutes of receipt of the request

Action out of stock request

• Out of stock sign created

-          Receive out of stock instruction for a client on specific products

-          Obtain out of stock sign from library

-          Schedule the out-of-stock sign through playlist scheduler to the relevant venue

-          Create and place the ticket on hold on Manage Engine within 3 hours of receipt of out-of-stock request during office hours

-          Use Fresh Desk when the client logs the out-of-stock request. Once the request has been completed resolve the ticket on Fresh Desk

-          Remove out of stock sign once items are back in stock

-          Resolve the on-hold ticket on Manage Engine, log a new ticket for the items that are back in stock, and resolve the ticket once the out of stock has been removed

• No out-of-stock sign

-          Receive out of stock instruction from the client on specific products.

-          Inform Content Department to create out of stock sign.

-          Obtain out of stock sign from Content Department.

-          Create out of stock sign for a specific product playlist in SEA.

-          Schedule the out-of-stock sign through playlist scheduler to the venue.

-          Create Manage Engine ticket and place on hold within 3 hours of receipt of out-of-stock request during office hours

-          Remove out of stock sign when items are back in stock. Resolve the on-hold ticket on Manage Engine, log a new ticket for the items that are back in stock, and resolve the ticket once the out of stock has been removed

Action content changeovers

• Content Changeovers
• Receive request for content changeovers for different networks in the event of changes to their content
• Ascertain the date when the client wants the content to go live
• Create a new playlist in accordance with changes required and client timeframes
• Schedule content to go live as per client requirements
• Complete Scheduling instruction sheet
• Inform Network Director, Regional Managers, Support and Client that changeover has been scheduled to go live as per instructions received
• Save all communication via email to the Folder on Central for future reference

Action layout changes

• Action changes between Landscape and Fusion layouts OR between 3 screens and 2 screen displays and informs Lead Scheduler of said changes

Offer rotational standby support

• Offer after-hours standby support on a rotation basis, once every three weeks. Weekdays from 17h00 onwards and weekends are considered after-hours. 
• Support to be provided in respect of all incoming calls, client requests such as out of stock scheduling, Loopings, changeovers, etc.

Reports

• Cliff Report – checked daily to ensure playlists don’t fall off the “cliff”
• Blanking Report – checked daily

Client servicing

• Provide prompt, effective, and courteous services to all clients by: -

-          Friendly and professional verbal and written communication

-          Prompt response to client instructions or complaints

-          Effective actioning of client requests within prescribed time frames

Requirements

• Matric
• Call centre experience
• 1-2 years’ experience within Digital Marketing Industry
• Able to speak nd understand Afrikaans and English

NB! This job is now closed. You can apply for other jobs by uploading your CV.