Junior Data Analyst at Mwanga

Job Summary

• We are looking for a detail-oriented and analytical Junior 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)
• Ability to adapt in a fast-paced, 24/7 operational environment
• 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