SayPro Monthly March SCMR-5 SayPro Monthly Classified User Communication: Enable direct messaging between users and admins by SayPro Classified Office under SayPro Marketing Royalty
Job Title:
SayPro Classified Communication Protocol Officer
Department:
SayPro Classified Office
Under: SayPro Marketing Royalty
Reporting To:
SayPro Classified Communications Lead
Work Location:
Remote / SayPro Regional Hub (as applicable)
Position Purpose:
To develop, implement, and oversee standardized guidelines and communication protocols for admin responses to classified platform users, ensuring all interactions uphold SayPro’s brand tone, professionalism, and responsiveness as part of the March SCMR-5 deliverables. This role also includes enabling and supporting a seamless direct messaging system between users and SayPro admins through the Classified platform.
Key Responsibilities:
1. Protocol Development & Implementation
- Draft, revise, and finalize standardized admin communication guidelines for the Classified platform.
- Collaborate with the Marketing Royalty Team and the SayPro Legal & Compliance Unit to align messaging with branding, legal, and user experience standards.
- Design templates for frequently asked questions, complaints, support tickets, and verification processes.
- Create tone-of-voice guidelines for admin messaging: warm, professional, informative, and concise.
2. Admin Training and Onboarding
- Conduct regular workshops/webinars for all classified communication officers and moderators.
- Ensure all admins are trained to use approved templates and scripts effectively.
- Provide training on conflict resolution, empathy in messaging, and escalation protocols.
3. Direct Messaging System Oversight
- Work with the SayPro IT/Platform Development Team to implement and optimize the Direct User-Admin Messaging Feature.
- Set operational standards for response time (e.g., first response within 24 hours).
- Monitor and report on the functionality and user engagement with the direct messaging system.
4. Monitoring and Quality Control
- Perform weekly audits of admin-user communication threads to ensure consistency and compliance.
- Identify gaps in user experience or messaging clarity and propose improvements.
- Track admin performance through feedback metrics, user ratings, and resolution times.
5. User Feedback and Continuous Improvement
- Collect user feedback related to communication efficiency and tone.
- Analyze patterns in user inquiries to suggest FAQ and automated response improvements.
- Work closely with the marketing analytics team to optimize user communication flows.
6. Reporting and Documentation
- Prepare and submit monthly reports on user communication metrics as part of the March SCMR-5 and subsequent monthly reviews.
- Maintain a central documentation hub for all protocols, updates, and approved message templates.
Key Deliverables:
- Complete Communication Protocol Manual by end of March.
- Direct Messaging Feature live and fully operational.
- 100% admin compliance to new communication guidelines by month-end audit.
- Monthly SCMR-5 Communication Report with analysis and insights.
- Minimum 85% user satisfaction rating in post-communication feedback surveys.
Required Skills & Qualifications:
- Bachelor’s degree in Communication, Marketing, Public Relations, or related field.
- 2+ years experience in digital communication, customer service, or platform moderation.
- Strong command of professional written English.
- Familiarity with classified ad platforms or CRM systems is a plus.
- Training or experience in UX writing and customer support systems (e.g., Zendesk, Intercom).
Soft Skills:
- Detail-oriented and highly organized.
- Empathetic and patient communicator.
- Strong team collaboration and cross-functional coordination.
- Proactive in problem-solving and innovation.
Performance Evaluation Metrics:
- User satisfaction scores.
- Admin protocol adherence rates.
- Response time and resolution speed.
- Reduction in communication-related complaints.
- Monthly engagement and report submission punctuality.
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