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  • Posted: May 15, 2024
    Deadline: Not specified
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    We’re a health insurance company that acts like a technology company. We’re using software, data science and telemedicine to make health insurance more affordable, easier to access and more of a delightful experience
    Read more about this company


    Reliance Customer Care Operations Analyst


    • We 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 of call center data to identify trends, patterns, and opportunities for improvement. 
    • Report Generation: Develop and generate regular reports on call center performance metrics, including but not limited to call volume, response times, and customer satisfaction. 
    • Operational Efficiency: Identify areas of inefficiency within RCC operations and recommend strategies for improvement. 
    • Workforce Scheduling: Manage workforce scheduling processes to ensure adequate coverage during peak hours and optimal resource allocation for RCC in Nigeria, Egypt and the emerging markets.
    • Capacity Planning: Calculate and track RCC capacity requirements based on historical data and projected trends for RCC in Nigeria, Egypt and the emerging markets.
    • Cross-functional Collaboration: Collaborate with other teams to streamline processes and integrate data sources for comprehensive analysis. 
    • Continuous Improvement: Support with data for continuous improvement initiatives to enhance RCC's performance, efficiency, and customer satisfaction.  
    • Ad Hoc Analysis: Perform Ad hoc analysis and provide insights as requested by management or stakeholders. 


    Skills Required:

    • HND / B.Sc degree
    • You pay strong attention to detail and deliver work that is of a high standard
    • Proven experience working in a call centre environment, preferably in a data analysis or MIS role. 
    • Proficiency in data analysis tools and software, such as Excel, and business intelligence platforms (e.g., Excel, Tableau, Power BI). 
    • Strong analytical skills with the ability to interpret complex data sets and generate actionable insights. 
    • Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical stakeholders. 
    • Detail-oriented with a focus on accuracy and quality in data analysis and reporting. 
    • Ability to work independently and collaboratively in a fast-paced environment. 
    • Experience with workforce management and capacity planning tools/software is a plus. 

    Method of Application

    Interested and qualified? Go to Reliance HMO on to apply

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