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Specialist: Business Improvement

Posting Country: South Africa

Date Posted: 21 Apr 2026

Full Time / Part Time: Full Time

Contract Type: Permanent

At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Join Us

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.

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

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