Specialist: CX Improvement

Role Purpose:

Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
Infinity Services Partner Company is looking for a CX Improvement Specialist

The purpose of the BI Specialist is to critically investigate, deep dive and analyse customer care processes and systems with the objective of improving them to increase customer experience KPI’s and drive operational efficiency within the customer care environment. The role will also support and drive all key initiatives and projects focussed on the customer and call centre agent empowerment.

Your responsibilities will include:

• 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 in order to understand products and market strategies
• To monitor call center’s 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 management report on analysis and trends
• To drive customer improvement initiatives
• To drive operational efficiency initiatives
• To drive value add initiatives back to the Client
• Conduct business case on proposals for improvemen

The ideal candidate for this role will have:

Must have technical / professional qualifications:

• A relevant 3 year Degree or National Diploma in a business analysis field
  
  • Sig sigma/lean sigma advantageous
  • Project management
  • Business process mapping/process analysis

OR

• Relevant certificates, courses essential i.e.
• Studying towards (B.Comm, Project Management, Business Analysis)

Experience

• 3-5 years’ relevant experience in a customer a customer service environment

Core competencies, knowledge and experience:

• 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

Closing date for Applications: 13 June 2025.

The base location for this role is, Cape Town.

The company approved Employment Equity Plan and Targets 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 organizational culture that recognises, appreciates and values diversity & inclusion.