<div class="stack-module_stack__LqslD stack-module_full-width__cNMyu stack-module_horizontal__m-79- stack-module_gap-l__m--h2" style="flex-wrap: wrap;"><div class="detailContainer-2qNET"><div class="detailLabel-2AsIg">Requisition ID</div><div class="detailValue-3NGwm">263559</div></div><div class="detailContainer-2qNET"><div class="detailLabel-2AsIg">Date posted</div><div class="detailValue-3NGwm">06/03/2025</div></div></div><div class="stack-module_stack__LqslD stack-module_full-width__cNMyu stack-module_vertical__ZyU6e stack-module_gap-xl__3pVJq" style="align-items: center;" id="job-description-container"><div class="container-3Gm1a"><div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="overflow-wrap: break-word;"><h2 style="margin: 0px;"><b>Role Purpose:</b></h2>
</div><div><p>&nbsp;</p><p><span style="">Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.</span><br><span style="">Infinity Services Partner Company is looking for a WFM Real Time Analyst (RTA)</span></p><p><br><span style="">The Real-Time Analyst (RTA) 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:</span></p><ul><li style="text-align: justify;"><span style="">Live monitoring of contact center operations</span></li><li style="text-align: justify;"><span style="">Data analysis to identify trends and opportunities for improvement</span></li><li style="text-align: justify;"><span style="">Proactive problem-solving to optimize workforce efficiency and client satisfaction</span></li><li style="text-align: justify;"><span style="">Collaboration with operations teams to refine delivery processes</span></li></ul><p style="text-align: justify;">&nbsp;</p><p><span style="">As the role evolves, the RTA will also contribute to broader Workforce Management (WFM) initiatives, 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.</span></p></div></div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="overflow-wrap: break-word;"><h2 style="margin: 0px;"><b>Your responsibilities will include:</b></h2>
</div><div><p>&nbsp;</p><ul><li style=""><span style="">Real-time monitoring and management of resource allocation</span></li><li style=""><span style="">Analyzing data to identify trends and opportunities for improvement</span></li><li style=""><span style="">Collaborating with operations teams to refine delivery processes</span></li><li style=""><span style="">Presenting insights and performance reports to stakeholders</span></li><li style=""><span style="">Technical Skills:</span><br><ul><li style=""><span style="">Proficiency in real-time monitoring tools (e.g., IEX, Aspect, Calabrio)</span></li><li style=""><span style="">Basic to intermediate Excel skills (pivot tables, data analysis)</span></li><li style=""><span style="">Familiarity with forecasting and workforce management software</span></li></ul></li></ul></div></div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="overflow-wrap: break-word;"><h2 style="margin: 0px;"><b>The ideal candidate for this role will have:</b></h2>
</div><div><p>&nbsp;</p><ul><li style=""><span style="">Matric essential</span></li><li style=""><span style="">3 year Degree is essential (Degree in Mathematics (Statistics), Financial Analytics;</span></li><li style=""><span style="">Postgraduate Qualification (Desirable)</span></li><li style=""><span style="">Minimum 18 months of tenure as an RTA (essential).</span></li><li style=""><span style="">Experience within a BPO (essential).</span></li><li style=""><span style="">Experience in workforce management or real-time monitoring within a contact center environment.</span></li><li style=""><span style="">Matric equivalent qualification (essential).</span></li><li style=""><span style="">Proven experience with tools like IEX, Aspect, Calabrio, TeleOpti, Genesysy or similar platforms (preferred).</span></li><li style=""><span style="">Strong analytical and organizational skills with the ability to multitask.</span></li></ul><p><br><span style=""><strong>Core competencies, knowledge and experience :</strong></span></p><ul><li style=""><span style="">Analytical and Problem-Solving Abilities:</span></li><li style=""><span style="">Strong analytical skills to interpret data and drive decision-making</span></li><li style=""><span style="">Attention to detail with the ability to identify patterns and trends</span></li><li style=""><span style="">Communication and Collaboration:</span></li><li style=""><span style="">Effective verbal and written communication skills</span></li><li style=""><span style="">Ability to communicate technical insights clearly and concisely</span></li><li style=""><span style="">Strong stakeholder management skills</span></li><li style=""><span style="">Behavioural Attributes:</span></li><li style=""><span style="">Organized, adaptable, and capable of working under pressure</span></li><li style=""><span style="">Self-motivated with excellent time management skills</span></li><li style=""><span style="">Resilient and resourceful with a positive attitude toward challenges</span></li></ul><p>&nbsp;</p><p><span style="">Closing date for Applications: <strong>13 June 2025.</strong></span></p><p>&nbsp;</p><p><span style="">The base location for this role is, <strong>Cape Town.&nbsp;</strong></span></p><p><br><span style="">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.</span></p><p><span style="">Infinity Services Partner is committed to an organizational culture that recognises, appreciates and values diversity &amp; inclusion.</span></p></div></div></div></div></div>

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Vodafone

Infinity Services Partner Company, a subsidiary of Vodacom, seeks a full-time WFM Real Time Analyst with a degree in Mathematics or Financial Analytics and 18 months RTA experience. You will manage resource allocation, analyze data, and collaborate with teams to improve processes. We value diversity and inclusion, encouraging applications from people with disabilities.

WFM Real Time Analyst

Summary