Data Analyst at Mwanga

Job Title: Data Analyst
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