WFM Scheduler

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

• This job description outlines the key responsibilities and requirements for a Scheduling Analyst role in a contact center environment. 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
• Ensuring compliance with regulations and agreements
• Managing shift bids, vacation planning, and overtime utilization
• 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 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 center 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 5 years’ experience is essential inclusive of the following:
  
  • 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 in a timely manner

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: 13 June 2025.

The base location for this role is, Cape Town.

The company approved Employment Equity Plan and Targets 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 is committed to an organizational culture that recognises, appreciates and values diversity & inclusion.