SUMMARY:
Content Scheduler responsible for uploading, scheduling, and monitoring of media onto client screens in accordance with client needs.
POSITION INFO:
Take incoming 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
- 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
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