Specialist: Business Improvement

Job Description

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Infinity Services Partner Company, a Managed Services Business wholly owned by Vodacom, is seeking a Specialist: Business Improvement within the Customer Care division.

Role purpose:

The purpose of the Business Improvement Specialist is to critically investigate, analyse, and optimise customer care processes and systems with the objective of enhancing customer experience KPIs and driving operational efficiency within the call centre environment. This role plays a key part in supporting and leading initiatives that empower both customers and call centre agents, ensuring sustainable improvements across operations.

An experienced professional with a proven track record in process optimisation and performance improvement within call centres, the specialist is adept at analysing workflows, identifying inefficiencies, and implementing strategies that elevate customer satisfaction, boost agent productivity, and strengthen overall service delivery.

Key accountabilities and decision ownership:

• To implement effective processes between teams and departments and monitor success
• To build and maintain productive relationships with key role players and networks that support call centre success
• To liaise with products and engineering teams to understand products and market strategies
• To monitor call centers and implement improvements
• To provide specialist-level support to colleagues
• To provide research and forecasting on current and future technology and products
• To investigate and solve problems identified by consultants and customers
• Conduct analysis and provide recommendations to enhance business efficiencies and customer experience
• Compile a management report on analysis and trends
• To drive customer improvement initiatives
• To drive operational efficiency initiatives
• To drive value-added initiatives back to the Client
• Conduct a business case on proposals for improvement

The ideal candidate for this role will have:

Must have Qualifications:

• Matric / Grade 12
• A relevant 3-year Degree or National Diploma in a business analysis field
• Sig sigma/lean sigma advantageous
• Project management advantageous

Experience

• At least 3- 5 years of Business Improvement Experience
• At least 2-3 years’ relevant experience in a call centre
• Developed and monitored KPIs, dashboards, and reporting tools to track agent performance, customer experience, and operational efficiency.

Core competencies and knowledge:

• Knowledge of Call Centre technology
• Knowledge of Project Management
• Problem-solving and analytical skills
• Decision-making skills
• Planning and organising skills
• Technical Writing skills
• Strong analytical skills
• Process mapping skills

What's in it for you

• Competitive benefit packages, enticing incentive programs, and an exclusive 13th cheque
• Retirement funds, risk benefits, and medical aid benefits.
• Cell phone and data benefit advantages, fiber connection discounts, and exclusive staff discounts are offered in collaboration with partner companies.

Closing date for Applications: 30 April 2026.

The base location for this role is Centurion, Infinity Services Partner Division

The company has approved the Employment Equity Plan and Targets, and they will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Infinity Services Partner is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.