Enablement and Automation Specialist / Lead

Milpark Education; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

An educational institution in Cape Town is seeking an Enablement and Automation Specialist to enhance operational efficiency in the contact center. This role involves designing workflows, maintaining knowledge systems, and providing technical training on CRM and communication tools. The ideal candidate has experience with Microsoft Dynamics 365 and a strong background in data analytics, aiming to improve both student and agent experiences.

Qualifications

• Experience with system performance monitoring and service design.
• Technical training capabilities for CRM and communication platforms.
• Skills in managing workflows and knowledge management systems.

Responsibilities

• Drive operational efficiency in the non-academic contact center.
• Design and implement tools to enable agent support.
• Act as a liaison between departments to resolve technical issues.

Tools

Microsoft Dynamics 365

CRM systems

Data analytics

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,