Reliance Customer Care Operations Analyst at Reliance HMO

Description

• 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. 

Requirements

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.