Job Description

Role Purpose:

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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 Support Services Supervisor The purpose of the Support services supervisor is to manage the WFM, MIS, QA, Training and CX Improvement support functions for the call centre to ensure optimized delivery.

Key Responsibilities:

Workforce Management (WFM): Oversee WFM processes, including forecasting, scheduling, and adherence management. Management Information Systems (MIS): Manage MIS reporting, analytics, and insights to inform operational decisions. Quality Assurance (QA): Develop and implement QA processes to ensure high-quality customer interactions. Training: Oversee training programs for call center agents, focusing on skills development and performance improvement.

Objectives:

Optimize workforce efficiency and productivity Improve customer satisfaction and experience Enhance operational performance and metrics Develop and implement process improvements

Your responsibilities will include:

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Workforce Management (WFM)

Ensure accurate forecasting and scheduling to meet business demands Monitor and optimize workforce adherence and productivity Develop and implement WFM processes and procedures

Management Information Systems (MIS)

Develop and maintain MIS reports and dashboards Analyze data to identify trends, opportunities, and challenges Provide insights and recommendations to stakeholders

Quality Assurance (QA)

Develop and implement QA processes and procedures Monitor and evaluate call quality, agent performance, and customer satisfaction Identify areas for improvement and implement corrective actions

Training

Develop and deliver training programs for call center agents Ensure training programs align with business objectives and customer needs Evaluate training effectiveness and identify areas for improvement

Operational Excellence

Identify opportunities for process improvements and implement changes Collaborate with stakeholders to drive operational excellence Ensure compliance with regulatory requirements and industry standards

Leadership and Team Management

Lead and manage a team of WFM, MIS, QA, and Training professionals Provide coaching, mentoring, and development opportunities for team members Foster a culture of continuous improvement and operational excellence

The ideal candidate for this role will have:

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Matric essential Relevant 3 year Degree is essential Postgraduate Qualification (Desirable) Post Matric Certification 3 + years of team leader / supervisory experience 2 + year of call centre experience Coaching experience Experience in sales Effective verbal and written communication skills Advanced excel analytical skills Moderate problem solving ability Moderate computer proficiency

Core competencies, knowledge and experience:

Experience in call center operations management Strong analytical and problem-solving skills Leadership and team management skills Excellent communication and stakeholder management skills Familiarity with WFM software, MIS tools, and QA methodologies

Job Knowledge:

Telecommunication landscape Knowledge of Telecommunication Competitors Sound knowledge of Microsoft (Word, Excel & PowerPoint) Sound knowledge of Project Management Sound Knowledge of the Sales environment Basic Knowledge of Converged & Fixed products Basic Knowledge of Telecommunication products and service Sound Knowledge of Account Management principles Sound knowledge of service level agreements Sound knowledge of accounting ( statements and invoice) Sound Business Acumen

Job Related Skills:

Data interpretation and analysis Selling and Negotiation skill Moderate problem solving and decision making ability Customer focus Sales driven Pro-active Customer Care Logical thinking Planning and Organising Reporting


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.