Workforce Analyst

2 days ago

Lagos, Lagos, Nigeria M-KOPA Full time
We are on the lookout for someone to join our Customer Care team as a
Global Workforce Lead.

If you are
resourceful, organized, and proactive about getting things done, you might be a fit for this exciting opportunity.


In this role, your main objective will be to
support the Customer Care and BPO teams by providing workforce support in-house and to the outsourced BPOs.

You will collaborate closely with our Customer Care teams in Kenya, Uganda, Nigeria, Ghana, and South Africa, ensuring seamless operations across these regions.


Reporting directly to the Global Workforce and Analytics Manager, you will have the chance to contribute to our global operations while benefiting from a supportive managerial structure. You will be expected to provide
operational support to the Global workforce team, which includes developing daily operational plans that cover workforce tasks, reporting, intra-day updates, and dashboard updates. As the overall owner and executor of the global workforce strategies, you will work with workforce officers to drive execution and
coordinate the adoption of workforce best practices across markets.


Your role will also involve
forecasting call center volumes on a weekly, monthly, and quarterly basis using the provided tools, which will inform hiring and scheduling plans.

You will develop and implement Call Center Agents' schedules across teams at the BPO premises and
monitor call center performance in real time to ensure agent optimization.

Additionally, you will generate and consolidate real-time, daily, weekly, and monthly call center reports across markets. You will be responsible for providing KPI schedules for annual and quarterly updates, which feed into bonus payments.

As a leader, you will guide a team of workforce analysts, developing a best-in-class support team across markets.

You will conduct
performance discussions, coaching, and mentoring sessions to help workforce analysts achieve their overall departmental objectives and key results.

Moreover, you will act as the
point of contact for all workforce escalations related to people, systems, or processes, engaging with the Global Workforce and Analytics Manager to resolve issues efficiently.

We are looking for someone with
excellent problem-solving abilities who can
collaborate with teams across different markets.

If you have a Bachelor's degree in Statistics, Business Administration, Economics, or Actuarial Science, and possess
strong analytical and excellent communication skills, then you might be a good fit for our team.

  • Operations & Production Analyst

    1 month ago

    Lagos, Lagos, Nigeria Workforce Group Full time

    ABOUT THE COMPANYWe support businesses and organisations of varying size, structure and maturity across diverse sectors such as Technology, Telecoms, Oil & Gas, Financial Services, Third Sector, FMCG etc. to enhance business performance, optimise for growth and achieve exceptional results.JOB SUMMARYEducational & Professional Requirements A Bachelor's Degree...

  • Junior Financial Analyst

    4 weeks ago

    Lagos, Lagos, Nigeria Kuda Bank Full time

    ABOUT THE COMPANYWe're here to help you get the best out of your money, no strings attached.Welcome to your freedomJOB SUMMARYRequirements Bachelors of Accounting and or Finance 1 - 3 years Financial Services or regulated business. Intermediate to advanced excel/google sheets proficiency. Familiar with IFRS Working with teams across various geographic...

  • Junior Financial Analyst

    1 month ago

    Lagos, Lagos, Nigeria Kuda Bank Full time

    ABOUT THE COMPANYWe're here to help you get the best out of your money, no strings attached.Welcome to your freedomJOB SUMMARYRequirements Bachelors of Accounting and or Finance 1 - 3 years Financial Services or regulated business. Intermediate to advanced excel/google sheets proficiency. Familiar with IFRS Working with teams across various geographic...

  • Investment Analyst

    2 weeks ago

    Lagos, Lagos, Nigeria Westfield Consulting Limited Full time

    ABOUT THE COMPANYOur innovativeness and excellence in service delivery has made us a first choice to our growing clientele in various sectors. We have successfully achieved a positive work force attitude, engineering a more motivated and committed workforce for our clients with notable results in target achievements and consistent increase in their bottom...

  • Investment Analyst

    4 weeks ago

    Lagos, Lagos, Nigeria Westfield Consulting Limited Full time

    ABOUT THE COMPANYOur innovativeness and excellence in service delivery has made us a first choice to our growing clientele in various sectors. We have successfully achieved a positive work force attitude, engineering a more motivated and committed workforce for our clients with notable results in target achievements and consistent increase in their bottom...

  • Reliance Customer Care Operations Analyst

    2 months ago

    Lagos, Lagos, Nigeria Reliance HMO Full time

    DescriptionWe are seeking a highly skilled data driven candidate to join our team.As an operations Specialist, you will be responsible for handling data analysis, generating reports, and optimizing operational performance and workforce planning within RCC in Nigeria, Egypt and the emerging markets.Key Responsibilities:Data Analysis: Conduct in-depth analysis...

  • Reliance Customer Care Operations Analyst, Nigeria

    1 month ago

    Lagos, Lagos, Nigeria Reliance Health Full time

    ABOUT THE COMPANYWe are a health insurance company leveraging software, data science, and telemedicine to transform health insurance into a delightful, affordable, and easily accessible experience.JOB SUMMARYHND / B.Sc DegreeExceptional attention to detailProven experience in call center environment, particularly in data analysis or MISProficient in data...

  • IT Control Analyst

    1 month ago

    Lagos, Lagos, Nigeria Philips Outsourcing Full time

    ABOUT THE COMPANYPhillips Outsourcing Services Nigeria Limited is a leading outsourcing service provider in Nigeria committed to delivering qualitative, customised, and effective outsourcing solutions to our esteemed clients.Our innovative solutions have made us revered and renowned to be the go-to business partner for companies who want to scale-up and have...

  • IT Control Analyst

    2 weeks ago

    Lagos, Lagos, Nigeria Philips Outsourcing Full time

    ABOUT THE COMPANYPhillips Outsourcing Services Nigeria Limited is a leading outsourcing service provider in Nigeria committed to delivering qualitative, customised, and effective outsourcing solutions to our esteemed clients.Our innovative solutions have made us revered and renowned to be the go-to business partner for companies who want to scale-up and have...

  • IT Control Analyst

    4 weeks ago

    Lagos, Lagos, Nigeria Philips Outsourcing Full time

    ABOUT THE COMPANYPhillips Outsourcing Services Nigeria Limited is a leading outsourcing service provider in Nigeria committed to delivering qualitative, customised, and effective outsourcing solutions to our esteemed clients.Our innovative solutions have made us revered and renowned to be the go-to business partner for companies who want to scale-up and have...

  • Actuarial Officer

    4 weeks ago

    Lagos, Lagos, Nigeria Philips Outsourcing Full time

    ABOUT THE COMPANYPhillips Outsourcing Services Nigeria Limited is a leading outsourcing service provider in Nigeria committed to delivering qualitative, customised, and effective outsourcing solutions to our esteemed clients.Our innovative solutions have made us revered and renowned to be the go-to business partner for companies who want to scale-up and have...

  • Actuarial Officer

    2 weeks ago

    Lagos, Lagos, Nigeria Philips Outsourcing Full time

    ABOUT THE COMPANYPhillips Outsourcing Services Nigeria Limited is a leading outsourcing service provider in Nigeria committed to delivering qualitative, customised, and effective outsourcing solutions to our esteemed clients.Our innovative solutions have made us revered and renowned to be the go-to business partner for companies who want to scale-up and have...

  • Actuarial Officer

    4 weeks ago

    Lagos, Lagos, Nigeria Philips Outsourcing Full time

    ABOUT THE COMPANYPhillips Outsourcing Services Nigeria Limited is a leading outsourcing service provider in Nigeria committed to delivering qualitative, customised, and effective outsourcing solutions to our esteemed clients.Our innovative solutions have made us revered and renowned to be the go-to business partner for companies who want to scale-up and have...

  • Senior Human Resources

    4 weeks ago

    Lagos, Lagos, Nigeria GP Consulting Limited Full time

    Job ObjectiveThe Senior HR Analyst - Organizational Learning and Development will be responsible for designing, implementing, and overseeing comprehensive learning and development programs in Loveworld Medical Centre, fostering a culture of continuous learning, skill development, and employee growth to enhance overall organizational effectiveness.Job...

  • Senior Human Resources

    2 months ago

    Lagos, Lagos, Nigeria GP Consulting Limited Full time

    Job ObjectiveThe Senior HR Analyst - Organizational Learning and Development will be responsible for designing, implementing, and overseeing comprehensive learning and development programs in Loveworld Medical Centre, fostering a culture of continuous learning, skill development, and employee growth to enhance overall organizational effectiveness.Job...

  • Asset Risk Manager

    1 month ago

    Lagos, Lagos, Nigeria WTS Energy Full time

    ABOUT THE COMPANYWTS Energy is the leading Consultant/Manpower Supply company to the international Oil, Gas and Energy industry. We supply Consultants to the Projects and Operations of our Clients. We also perform Outsourcing Services like Project Recruitment Campaigns and Workforce Management in Oil and Gas regions around the world.JOB SUMMARYProfessional...

  • Asset Risk Manager

    2 weeks ago

    Lagos, Lagos, Nigeria WTS Energy Full time

    ABOUT THE COMPANYWTS Energy is the leading Consultant/Manpower Supply company to the international Oil, Gas and Energy industry. We supply Consultants to the Projects and Operations of our Clients. We also perform Outsourcing Services like Project Recruitment Campaigns and Workforce Management in Oil and Gas regions around the world.JOB SUMMARYProfessional...

  • Asset Risk Manager

    4 weeks ago

    Lagos, Lagos, Nigeria WTS Energy Full time

    ABOUT THE COMPANYWTS Energy is the leading Consultant/Manpower Supply company to the international Oil, Gas and Energy industry. We supply Consultants to the Projects and Operations of our Clients. We also perform Outsourcing Services like Project Recruitment Campaigns and Workforce Management in Oil and Gas regions around the world.JOB SUMMARYProfessional...

  • Workforce Analyst

    3 days ago

    Lagos, Nigeria M-KOPA Full time

    We are on the lookout for someone to join our Customer Care team as a Global Workforce Lead. If you are resourceful, organized, and proactive about getting things done, you might be a fit for this exciting opportunity.In this role, your main objective will be to support the Customer Care and BPO teams by providing workforce support in-house and to the...

  • Investment Analyst

    4 weeks ago

    Lagos, Nigeria Westfield Consulting Limited Full time

    ABOUT THE COMPANYOur innovativeness and excellence in service delivery has made us a first choice to our growing clientele in various sectors. We have successfully achieved a positive work force attitude, engineering a more motivated and committed workforce for our clients with notable results in target achievements and consistent increase in their bottom...

  • Customer Care Operations Analyst

    4 weeks ago

    Lagos, Nigeria Reliance HMO Full time

    DescriptionWe are seeking a highly skilled data driven candidate to join our team.As an operations Specialist, you will be responsible for handling data analysis, generating reports, and optimizing operational performance and workforce planning within RCC in Nigeria, Egypt and the emerging markets.Key Responsibilities:Data Analysis: Conduct in-depth analysis...

  • Reliance Customer Care Operations Analyst

    2 months ago

    Lagos, Nigeria Reliance HMO Full time

    DescriptionWe are seeking a highly skilled data driven candidate to join our team.As an operations Specialist, you will be responsible for handling data analysis, generating reports, and optimizing operational performance and workforce planning within RCC in Nigeria, Egypt and the emerging markets.Key Responsibilities:Data Analysis: Conduct in-depth analysis...

  • IT Control Analyst

    1 month ago

    Lagos, Nigeria Philips Outsourcing Full time

    ABOUT THE COMPANYPhillips Outsourcing Services Nigeria Limited is a leading outsourcing service provider in Nigeria committed to delivering qualitative, customised, and effective outsourcing solutions to our esteemed clients. Our innovative solutions have made us revered and renowned to be the go-to business partner for companies who want to scale-up and...

  • IT Control Analyst

    4 weeks ago

    Lagos, Nigeria Philips Outsourcing Full time

    ABOUT THE COMPANYPhillips Outsourcing Services Nigeria Limited is a leading outsourcing service provider in Nigeria committed to delivering qualitative, customised, and effective outsourcing solutions to our esteemed clients. Our innovative solutions have made us revered and renowned to be the go-to business partner for companies who want to scale-up and...

  • Actuarial Officer

    1 month ago

    Lagos, Nigeria Philips Outsourcing Full time

    ABOUT THE COMPANYPhillips Outsourcing Services Nigeria Limited is a leading outsourcing service provider in Nigeria committed to delivering qualitative, customised, and effective outsourcing solutions to our esteemed clients. Our innovative solutions have made us revered and renowned to be the go-to business partner for companies who want to scale-up and...

  • Actuarial Officer

    4 weeks ago

    Lagos, Nigeria Philips Outsourcing Full time

    ABOUT THE COMPANYPhillips Outsourcing Services Nigeria Limited is a leading outsourcing service provider in Nigeria committed to delivering qualitative, customised, and effective outsourcing solutions to our esteemed clients. Our innovative solutions have made us revered and renowned to be the go-to business partner for companies who want to scale-up and...

  • Asset Risk Manager

    1 month ago

    Lagos, Nigeria WTS Energy Full time

    ABOUT THE COMPANYWTS Energy is the leading Consultant/Manpower Supply company to the international Oil, Gas and Energy industry. We supply Consultants to the Projects and Operations of our Clients. We also perform Outsourcing Services like Project Recruitment Campaigns and Workforce Management in Oil and Gas regions around the world.JOB SUMMARYProfessional...