Overview
Specialist: CX Improvement Jobs in Johannesburg, Gauteng at Vodafone
Full Job Description
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.
Title: Specialist: CX Improvement
Company: Vodafone
Location: Johannesburg, Gauteng
Category:
