₦airaland Forum

Job Type: Full time
Work Mode: Onsite
Location: Maryland, Lagos
Industry: Business Process Outsourcing (BPO)

Job Summary
We are looking for a detail-oriented and analytical Data Analyst to support business operations by collecting, analyzing, and interpreting data to generate actionable insights. The role will also support workforce management activities, including scheduling, performance tracking, and operational reporting to ensure efficiency and optimal resource utilization within a 24/7 BPO environment. The successful candidate will receive onboarding and guidance on workforce management processes within the organization.

Key Responsibilities
Collect, clean, and organize data from multiple sources, including CRM systems, call logs, and operational tools
Analyze operational performance data such as customer engagement, recovery rates, and service levels
Prepare daily, weekly, and monthly reports and dashboards
Track and report key performance indicators (KPIs) across teams
Identify trends, patterns, and anomalies in business data
Support decision-making through data-driven insights
Ensure data accuracy, consistency, and integrity


Workforce Management (WFM) Responsibilities
Support staff scheduling and shift planning based on workload forecasts
Monitor agent availability, productivity, and schedule adherence
Generate workforce performance reports, including attendance, utilization, and efficiency metrics
Analyze call volumes and workload trends to support staffing decisions
Provide insights to improve workforce efficiency and service levels

Requirements/Skills/Qualifications
0–2 years of relevant experience
Experience with reporting or data analysis is an advantage
Exposure to call center/BPO operations is a plus
Basic understanding of workforce management concepts is an added advantage
Proficiency in Microsoft Excel/Google Sheets (advanced Excel preferred)
Knowledge of Power BI, Tableau, or other data visualization tools
Basic SQL knowledge is an advantage
Strong analytical, critical thinking, and problem-solving skills
Strong attention to detail and reporting/documentation skills
Good communication and computer literacy skills

Qualified and interested candidates should fill the google form, please attach updated CV: https://docs.google.com/forms/d/e/[size=8pt][/size]1FAIpQLSfU5bv6XrnmVXXrWaRrzvWUnvBBmzT7L56F3TqYHnljDuXgiw/viewform