Customer Service BI Analyst at Jumia Nigeria

Job Responsibilities

• The Business intelligence Analyst will report to the Head of Customer Service with the primary responsibilities of developing and managing business intelligence solutions for the customer service unit.
• Responsible for handling capacity and budgeting to ensure efficient, cost effective and reliable contact center systems
• Responsible for data analysis across multiple systems
• Providing reports through office applications to improve business processes
• Analyzing business requirements and processes and recommending them to the management and executives for implementation
• Identifying the development needs for the purpose of streamlining and improving the operations of the organization for efficiency and profitability
• Extending knowledge of Business Intelligence to provide ongoing refinement of processes to improve operations
• Oversee productivity by assessing, analyzing, and reporting at an individual, team, and departmental level by working closely with Team Leads to understand the best way to utilize agents 
• Business intelligence Analyst will execute budget forecasts, development and implementation of staffing and metric models
• Develops standard reporting processes, dashboards and presentations for easy visibility.

We Offer 

• A unique experience in an entrepreneurial, yet structured environment
• A unique opportunity of having strong impact in building the African ecommerce sector
• The opportunity to become part of a highly professional and dynamic team
• An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders