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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.

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Role Purpose/Business Unit:

• Grow postpaid and prepaid markets in the region in both formal and informal markets, excluding those areas managed by emerging markets division.
• Improve market share in all regional districts.
• Grow indirect sales and revenue in the Dealers, Franchise, National Chains and Prepaid Wholesales Channel by effectively networking with
• Channel owners, Regional teams and partners.
• Increase distribution in the region but also rationalise and constantly evaluate current distribution.
• Focus and target areas to improve customer experience.
• Grow data revenue through smartphones, internet data starter packs and the newly launched smart red plans.
• Implement marketing plans across channels to drive key growth areas.
• Develop and implement a people plan for all staff both direct and indirect reports.

Your responsibilities will include:

• Constant focus on staff development to improve customer experience and channel management.
• Ensure sales expansion of the CPP across channels in the region.
• Create and implement incentive models that will drive achievement of targets across channels.
• Provide clear direction to business partners to improve internal and external customer experience.
• Develop regional team to assist them to achieve their targets.
• Ensure that the regional teams maintain high levels of product knowledge.
• Resolve escalated customer queries from channel areas.
• Ensure regional alignment to Head Office, franchise, dealer, national chains and marketing teams.
• Manage prepaid wholesalers.
• Manage and lead the team (people management).
• Engage business partners on an on-going basis using structured methodology.
• Create and maintain key account engagement with dealers, franchisees and wholesale partners.
• Ensure on-going implementation of regional operating model
• Manage OPEX spend for the division

The ideal candidate for this role will have:

• Matric is essential.
• 3 year business / sales degree or equivalent qualification essential and
• Post graduate qualification is advantageous.
• A minimum 8-10 years’ experience of which: 4-5 years sales / marketing experience is essential. .
• A minimum of 5 years leadership/people management experience is essential.
• 4-5 years retail / channel management exposure is advantageous.
• Experience in the Telecommunications Industry is advantageous

Job Knowledge:

• Knowledge and understanding of mobile, IT and Retail industry in SA
• Business planning
• Specialist knowledge of managing sales/marketing plans and targets
• In-depth knowledge of Telco products and services
• Operations management of cross functional teams
• Management by projects

Job Related Skills:

• Strong customer focus
• Strong interpersonal
• Problem solving skills
• Excellent written and verbal communication skills
• Strong business and financial acumen
• Analytical
• People leadership and stakeholder management skills
• Good negotiation skills
• Time management skills

Attributes:

• Ability to work under pressure
• Action Orientated
• Emotionally mature
• High Resilience
• Assertive
• Persuasive
• Confidence

Closing date for Applications: 11 August 2025.

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What you’ll do

Role purpose:

• The purpose of this role is to lead the design, implementation, and operational management of the company’s billing systems for co-location and IPM (Integrated Passive Management) products.
• The role will work cross-functionally with Product, Finance and Tech Ops to define billing requirements, source and implement a fit-for-purpose billing solution, and maintain the system once operational.
• The role also requires strong data analytics capabilities, particularly within the Microsoft stack (SQL Server, Power BI), to support reporting, reconciliations, and insight generation across billing and infrastructure systems.

Who you are

Key Responsibilities:

Billing Systems Implementation & Support

• Define business and technical billing requirements for co-location and IPM services.
• Lead the evaluation, selection, and implementation of a billing platform.
• Oversee system integration between billing, CRM, ERP, and remote monitoring systems.
• Manage system configuration, user provisioning, and security controls.
• Provide L2/L3 support for billing system operations and resolve escalations.
• Design and document standard operating procedures and SLAs for billing operations.

Data Analytics & Reporting

• Develop and maintain dashboards and reports in Power BI to track billing, site operations, energy usage, and revenue leakage.
• Extract, transform, and load data from disparate systems for reporting and reconciliation purposes.
• Support Finance and Operations with data-driven insights and automation of routine reports.

Implementation and Project Management

• Architect the billing system to meet the defined requirements and support the Power as a Service product model.
• Develop and manage the project plan for implementing the billing system, including timelines, resources, and budgets.
• Coordinate with internal teams and external vendors to ensure the successful deployment of the billing system.
• Monitor project progress, identify potential risks, and implement mitigation strategies to ensure project objectives are met on time and within budget.

Process Governance & Compliance

• Ensure billing processes are aligned with contractual, regulatory, and financial audit requirements.
• Define and monitor KPIs for billing accuracy, timeliness, and completeness.
• Implement data validation and exception management rules

Continuous Improvement and Reporting

• Conduct regular reviews of the billing system to identify areas for improvement and implement enhancements to optimise performance and functionality.
• Generate and analyse reports on system performance, usage, and other key metrics to provide insights and recommendations for improvement.
• Foster a culture of continuous improvement by encouraging feedback and suggestions from users and stakeholders.
• Stay updated with industry trends and best practices to ensure the billing system remains current and competitive.

Knowledge Areas

• Comprehensive understanding of the software development lifecycle (Essential).
• In-depth knowledge of billing systems and their implementation (Essential).
• Strong understanding of telecommunications and TowerCo operations (Desirable).
• Familiarity with project management methodologies (Essential).

Required Qualifications and Experience:

• Bachelor’s degree in Information Systems, Computer Science, Engineering, or related field (Essential)
• TOGAF or similar architecture certification (Desirable)
• 7+ years' experience in IT roles with at least 3+ years in billing systems or BSS/OSS environments (Essential)
• Proven experience in billing system implementation and support across multiple operating companies (Essential)
• Demonstrated experience with Microsoft BI stack – SQL Server, Power BI (Essential)
• Exposure to co-location, energy billing, or infrastructure asset management systems (Desirable)

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What you’ll do

Key Responsibilities:

Financial Planning and Forecasting

• Development and improvement of financial plans including the Long Range Plan, Annual Budgets, and Rolling Forecasts.
• Provide full financial coverage across the Profit & Loss (P&L) and Statement of Financial Position (SOFP).
• Collaborate with the business to forecast capital expenditure (Capex), track actuals vs. budget, and support broader Capex-related initiatives.

Performance Reporting and Insights

• Deliver monthly and quarterly financial performance reports with insightful analysis.
• Monitor key performance indicators (KPIs) and variances to targets, providing meaningful insights and recommendations to drive performance improvements.
• Ensure robust financial control and governance over reported results.

Expenditure and Productivity Management

• Partner with business units to manage and optimize operating expenditure (Opex), ensuring accurate reporting and compliance with budgetary targets.
• Identify, assess, and support the implementation of cost-saving and productivity initiatives across functions.

Estates and Ground Lease Support

• Provide financial analysis and business case evaluation for Estates-related projects, with a focus on ground lease assessments and long-term property planning.
• Work closely with Estates teams to ensure financially sound decision-making aligned with strategic objectives.

Financial Close and Operational Support

• Collaborate with Finance Operations to support month-end and year-end close processes, ensuring the accuracy and integrity of financial results.
• Core Competencies, Knowledge, and Experience :

Core MAST Competencies

• Planning, Execution & Delivering Quality Results: Demonstrates strong financial planning and forecasting capabilities across P&L, SOFP, and Capex.
• Communication, Teamwork & Collaboration: Works effectively with cross-functional teams including finance operations, and business stakeholders.
• Customer Focus, Innovation & Continuous Improvement: Proactively identifies opportunities to improve financial processes, enhance reporting, and support strategic initiatives.
• Financial Expertise & Commercial Acumen: Applies deep understanding of financial principles to provide meaningful analysis and drive informed decision-making.
• Judgment, Integrity & Decision Support: Exercises sound judgment in business case evaluations, cost management, and financial governance.

Technical Knowledge

• Solid working knowledge of accounting and financial management principles, including Capex and Opex analysis.
• Advanced proficiency in MS Excel, with strong skills in Word and PowerPoint for reporting and presentations.
• Experience with SAP ERP and HFM (or similar systems) is advantageous.

Business Partnering & Leadership

• Proven ability to build relationships and influence at all levels, including senior leadership.
• Demonstrates confidence in presenting financial insights, challenging assumptions, and supporting decision-making across departments.

Relevant Experience

• Minimum of 5 years' experience in financial planning, analysis, or business partnering roles.
• Experience in the TowerCo industry is preferred
• Must have technical / professional qualifications:
• Bachelor’s degree in Accounting with Charted Accountancy

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Role Purpose/Business Unit:

• The primary purpose of this, Senior Data Engineer role, is to design, develop, and maintain robust, scalable, and secure data and analytics infrastructure that supports batch and real-time data processing at scale.
• This includes managing on-premises big data platforms, edge applications, and cloud deployments to ensure seamless integration and optimal performance across all environments.
• The role is crucial in driving innovation, ensuring data integrity, and delivering actionable insights that empower the organization to make data-driven decisions.

Key Objectives

• Data Pipeline Excellence: Build and maintain efficient data pipelines that handle large volumes of data with high reliability and performance.
• Edge and Cloud Integration: Seamlessly integrate edge applications and cloud services to provide real-time data access and machine learning capabilities.
• Innovation and Improvement: Continuously seek opportunities to enhance the data infrastructure, adopt new technologies, and improve processes.
• Collaboration and Leadership: Work closely with cross-functional teams to understand their data needs and provide technical leadership and guidance.

Your responsibilities will include:

• Data Pipeline Management: Design, develop, and maintain scalable data pipelines using batch technologies (like Spark, NiFi, and Hive) and real-time technologies (like Kafka, Flink, Spark streams).
• Edge Application Development: Implement and manage edge applications using MongoDB and CassandraDB, ensuring efficient data processing and storage.
• Microservices and Containerization: Develop and deploy microservices in an OpenShift containerized environment, utilizing tools like Nginx API Gateway for real-time data access.
• Cloud Deployment and Management: Implement and support similar use cases in AWS, ensuring seamless integration between on-premise and cloud environments.
• Performance Monitoring and Optimization: Continuously monitor and optimize the performance of data pipelines, applications, and services.
• Security and Compliance: Ensure all systems and data processes comply with relevant security standards and regulations.
• Technology Stack Selection: Recommend/make decisions on the appropriate technologies and tools to use for various components of the data and analytics infrastructure.
• Architecture Design: Define the architecture for data pipelines, edge applications, and microservices to ensure scalability and reliability.
• Resource Allocation: Allocate resources effectively to balance performance, cost, and scalability across on-premise and cloud environments.
• Data Governance and Compliance: Establish and enforce data governance policies to ensure data quality, security, and compliance.
• Incident Management: Lead the response to any incidents or outages, ensuring quick resolution and minimal impact on operations.
• Innovation and Improvement: Continuously seek opportunities to improve processes, adopt new technologies, and drive innovation within the team.

The ideal candidate for this role will have:

• 3 year Computer Science, IT or IS degree or diploma or related field is essential
• 5 to 8 years relevant experience
• Relevant AWS, GCP or Azure cloud certification at professional or associate level
• Data engineering or related software development experience
• Agile exposure working with Kanban or Scrum

Key Competencies

• Technical Proficiency: Strong skills in programming languages such as Python, Java, or Scala
• Big Data Technologies: Expertise in tools like Spark, Hive, parquet, iceberg, etc.
• Database Management: Proficiency with both relational & NoSQL databases (e.g., MongoDB, CassandraDB)
• Cloud Computing: Experience with cloud platforms like AWS/GCP, including services for data storage and processing.
• Containerization & Microservices: Knowledge of containerization technologies (e.g., Docker, Kubernetes) and microservices architecture, particularly in OpenShift, AWS ECS and GCP GKE environments
• API Management: Experience with API gateways like Nginx and developing APIs for real-time data access

Knowledge Areas

• Distributed Systems: In-depth understanding of distributed computing principles and technologies
• Data Engineering: Knowledge of data pipeline design, ETL processes, and data integration
• Security and Compliance: Familiarity with data security practices and regulatory compliance requirements
• Performance Optimization: Techniques for monitoring and optimizing the performance of data systems and applications
• Edge Computing: Understanding of edge computing concepts and technologies for processing data closer to the source

Experience

• Hands-On Experience: Several years of experience in software engineering, data engineering, or cloud engineering roles
• Project Management: Experience managing complex projects, preferably in a big data or cloud environment.
• Team Collaboration: Proven ability to work effectively in cross-functional teams and communicate technical concepts to non-technical stakeholders
• Problem-Solving: Strong analytical and problem-solving skills, with a track record of addressing complex technical challenges
• Continuous Learning: Commitment to staying updated with the latest technologies and best practices in the field

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 04 August 2025.