Specialist - Workforce Management

Job Description

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.

The base location for this role is Midrand.

The company has approved its Employment Equity Plan and Targets, which will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Infinity Services Partner Company is committed to an organizational culture that recognises, appreciates, and values diversity & inclusion.