Specialist - Workforce Management 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 Specialist: Workforce Management
• Specialist: Workforce Management plays a critical role in ensuring the efficient operation of our contact center.
• This dynamic professional is responsible for real-time resource allocation management, leveraging data analysis and proactive problem-solving to meet forecasted call volumes, service level goals, and efficiency targets.

Key aspects of this role include:

• Live monitoring of contact center operations
• Data analysis to identify trends and opportunities for improvement
• Proactive problem-solving to optimize workforce efficiency and client satisfaction
• Collaboration with operations teams to refine delivery processes
• As the role evolves, Specialist: Workforce Management will also contribute to enhancing the planning and delivery lifecycle.
• This position requires a highly skilled and adaptable individual who can thrive in a fast-paced, data-driven environment.

Your responsibilities will include:

• Real-time monitoring and management of resource allocation
• Analyzing data to identify trends and opportunities for improvement
• Collaborating with operations teams to refine delivery processes
• Presenting insights and performance reports to stakeholders

Technical Skills:

• Proficiency in real-time monitoring tools (e.g., IEX, Aspect, Calabrio)
• Basic to intermediate Excel skills (pivot tables, data analysis)
• Familiarity with forecasting and workforce management software

The ideal candidate for this role will have:

• Matric essential
• 3-year Degree is essential (Degree in Mathematics (Statistics), Financial Analytics;
• Postgraduate Qualification (Desirable)
• Minimum 18 months of tenure in Workforce Management (essential).
• Experience within a BPO (essential).
• Experience in workforce management or real-time monitoring within a contact center environment.
• Matric equivalent qualification (essential).
• Proven experience with tools like IEX, Aspect, Calabrio, TeleOpti, Genesys, or similar platforms (preferred).
• Strong analytical and organizational skills with the ability to multitask.

Core competencies, knowledge and experience :

Analytical and Problem-Solving Abilities:

• Strong analytical skills to interpret data and drive decision-making
• Attention to detail with the ability to identify patterns and trends

Communication and Collaboration:

• Effective verbal and written communication skills
• Ability to communicate technical insights clearly and concisely
• Strong stakeholder management skills

Behavioural Attributes:

• Organized, adaptable, and capable of working under pressure
• Self-motivated with excellent time management skills
• Resilient and resourceful with a positive attitude toward challenges

Closing date for Applications: 8 August 2025.