Data Analyst
Location: Maryland, Lagos
Employment Type: Full-time
Work Mode: Onsite
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):
- 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
- 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
Application Closing Date
2nd June, 2026.
How to Apply
Interested and qualified candidates should:
Click here to apply online