Workforce Management (WFM) Analyst at Mwanga

Job Summary

We are seeking a detail-oriented and analytical Workforce Management (WFM) Analyst to ensure optimal staffing levels across our operations. The successful candidate will be responsible for forecasting workload, scheduling staff, monitoring real-time performance, and providing data-driven insights to support operational efficiency and service delivery.

Key Responsibilities

• Forecast workload and staffing requirements using historical data and trends
• Create and manage staff schedules to meet business demand
• Monitor real-time operations and make necessary adjustments to ensure service levels
• Track schedule adherence, attendance, and productivity
• Prepare WFM reports on performance, utilization, and forecast accuracy
• Collaborate with HR and Operations on hiring, training, and capacity planning
• Support peak planning and special projects as required

Requirements

• Minimum of OND / HND / B.Sc. qualification.
• 1–2 years’ experience in Workforce Management, Planning, or Operations (call center experience.
• Knowledge of Call Centre Metrics (e.g., Service Level, ASA, AHT, Occupancy, Adherence, Shrinkage, Forecast Accuracy).
• Strong proficiency in Excel/Google Sheets.
• Ability to analyze data and present insights clearly.
• Data analysis & reporting skills, good communication skill, strong attention to detail, problem-solving ability and stakeholder management skills.
• Workforce forecasting & scheduling
• Must reside in Maryland, Lagos or nearby environs