Enablement and Automation Specialist/Lead

Job description

The Enablement and Automation Specialist is responsible for driving operational efficiency, service performance, and continuous improvement across the non-academic contact center. The role focuses on enabling systems, optimising tools and workflows, and embedding automation. By leveraging data analytics and business intelligence, the Specialist ensures scalable, compliant, and seamless support operations that enhance student and agent experience. The role also monitors system performance, contributes to service design, and collaborates with internal stakeholders to enable end-to-end lifecycle support through smart technology.


Enablement and technical support

• Design and implement tools, templates, and workflows that enable consistent and accurate agent support.
• Maintain and enhance the knowledge management system (e.g., SOPs, articles, scripts) to ensure agents have real-time access to accurate information.
• Provide frontline support and technical training on CRM, case management, and communication platforms.
• Act as the technical liaison between Student Support, the Project Office, and internal IT to resolve issues and optimise tools.
• Manage and configure Microsoft Dynamics 365 to support lead and case management functions.
• Integrate and maintain multiple communication channels (voice, chat, WhatsApp, email, web) for seamless support delivery.
  (Supports KPI: Tool Uptime & Reliability, Successful Tool Rollouts)

Process optimisation and automation

• Identify inefficiencies in support operations and design process improvements in collaboration with SEM and Business Analysts.
• Implement workflow automation, scripting, and routing rules to reduce manual tasks and improve speed of service.
• Lead the deployment of new tools or system features and ensure effective adoption across the support team.
• Monitor support flow metrics, journey analytics, and identify areas for improved resolution or satisfaction.
• Collaborate with the Head of SEH and CCO on protocol updates and service design innovations.
  (Supports KPIs: AHT Reduction, Resolution Efficiency, Tool Rollout Success)

 Analytics, reporting and compliance

• Build and maintain dashboards that track SLA adherence, case resolution, and support quality.
• Analyse trends in cases, escalations, and tool usage using CRM and Power BI, and share actionable insights.
• Monitor and audit support operations to ensure compliance with POPIA and internal data protection policies.
• Conduct regular reviews of data handling practices and ensure corrective actions are implemented where needed.
  (Supports KPIs: Dashboard Frequency, Data Compliance, Resolution Efficiency)

Continuous improvement and project collaboration

• Gather and evaluate feedback from agents, supervisors, and managers to inform technical improvements.
• Participate in cross-functional projects involving systems, integrations, or workflow design.
• Track the performance of new tools post-launch, identify issues, and iterate on technical solutions.
• Support a continuous improvement culture through collaboration and proactive problem-solving.
  (Supports KPIs: Tool Rollout Success, Agent Productivity, AHT Reduction)

Qualifications

• Bachelor’s degree in information systems, Business Intelligence, Process Engineering, or related field.
• Certifications in Business Intelligence, or Business Analyst, CRM Administration, Automation Tools (e.g. MS Dynamics, Power BI)
• Minimum 3-5 years’ experience in a contact center or customer support enablement role.
• Proven experience in business process improvement, workflow design, and tool rollouts.
• Hands-on experience with CRM systems (e.g. Microsoft Dynamics), reporting platforms (e.g. Power BI, Tableau), and automation tools.
• Experience in a higher education, academic support, or student service environment is preferred.

Compet

• Technical Enablement: Translates business needs into usable system configurations, workflows, and tools.
• Data Analysis: Delivers insights through dashboards, root-cause analysis, and metric interpretation.
• Automation Thinking: Identifies and implements smart solutions to streamline operations and reduce manual work.
• Stakeholder Engagement: Collaborates effectively with IT, QA, L&D, operations, and other departments.
• Project & Change Management: Plans and executes tool rollouts and process changes with minimal disruption.
• Detail-Oriented & Compliance-Aware: Ensures data accuracy, process integrity, and adherence to POPIA and other regulations.

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• That you have no objection to us reviewing and processing any personal information provided in the course of your application, as well as any information that you have provided in support of your application.
• That you have no objection to us retaining your personal information in our database for future employment opportunities that might arise.

Preference will be given to applicants from designated groups, and appointments will be made in line with our EE requirements.



Posted on 21 Oct 12:47, Closing date 20 Dec