Specialist: WFM and RTA at Vodafone Global Enterprise

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 WFM Scheduler. The role involves developing and maintaining efficient schedules for contact center staff.
• Analyzing data to optimize service and staffing resources, collaborating with operational supervisors and agents to identify opportunities for improvement, and ensuring compliance with regulations and agreements.
• Managing shift bids, vacation planning, and overtime utilization, and analyzing data to identify opportunities for process improvements.

Your responsibilities will include:

• Experience with Workforce management Tools:- Variety of Telephony platforms (Avaya, Presence, Cisco, etc.)- Variety of Workforce Management tools (Totalview,
• Blue Pumpkin, Aspect, Genesys, etc.)- Power BI knowledge, and requirements management tools or project management software such as MS Project will be an added advantage 
• Facilitate meetings with senior leadership and influence business decisions.
• Assists managers in the identification, prioritization, planning, development, coordination, support, and execution of high-impact (immediate and long-term) improvement plans for effective and sustainable cost savings.
• Evaluates and implements new methods and techniques for operational improvement.
• Analyses data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Other duties and responsibilities as assigned.
• This role requires a detail-oriented and analytical individual who can work effectively in a fast-paced contact center environment.

The ideal candidate for this role will have:

• 2+ years of experience in a contact centre environment with 1+ year of WFM experience
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills
• Ability to work independently and in a team environment
• Experience with commercial WFM software packages is desirable
• Flexibility to work varying hours in a 24x7 environment
• A minimum of 4 years hands on experience utilising technology platforms (e.g. Avaya, CMS, IEX Total View)
• At least 3 years of Workforce Management Experience (e.g. manufacturing, contact centre related)
• At least 3 years’ experience in data analytics, preferably in an operations environment
• Extensive experience in resource modelling and capacity planning
• Advanced financial/statistical modelling skills/experience strongly preferred

Key Skills:

• Strong analytical and problem-solving skills
• Experience with WFM software and Erlang C calculators
• Ability to manage and optimize schedules
• Real-time monitoring and issue escalation
• Strong communication and collaboration skills
• This role requires a skilled professional with experience in WFM, scheduling, and real-time management. They should be able to analyze data, identify trends, and optimize schedules to ensure efficient contact center operations

Job Knowledge:

• WFM Software and Scheduling
• Building schedules using WFM software
• Utilizing Erlang C calculators for scheduling and forecasting

Scheduling Management:

• Managing large-scale scheduling
• Optimizing existing schedules based on actual trends
• Studying historical trends and business changes

Real-Time Management:

• Identifying call routing anomalies using real-time monitoring applications
• Detecting real-time call volume interruptions and system outages
• Escalating issues to business continuity leaders promptly

WFM Platform/System Management:

• Overseeing and maintaining the WFM platform/system from a scheduling perspective
• Ensuring the system is running smoothly and efficiently

Closing date for Applications: 29 January 2026.