MIS Specialist - Contact Centre Analytics

About the role

Renmoney is hiring a full-time MIS Specialist in Lagos (Marina) to cover operational reporting, data analysis, performance monitoring and management insights across its Contact Centre. The role ensures accurate, timely data is available to monitor performance, spot trends and gaps, support staffing decisions and improve customer experience across Inbound Calls, Live Chat, Email and social media.

Key responsibilities

• Prepare and deliver daily, weekly, monthly and ad-hoc operational reports, consolidating and reconciling data from multiple systems
• Monitor KPIs such as FCR, CSAT, NPS, AHT, Service Level and Productivity, and automate recurring reports
• Analyse performance by channel, team and agent, investigate anomalies with root cause analysis and give insights to Team Leads and Managers
• Build and maintain dashboards for executives, prepare management reports and presentations, and support business cases, budgeting and capacity planning
• Collaborate with internal teams, turn requirements into reporting solutions, and recommend workflow improvements
• Forecast demand, build staffing plans and shift schedules, and track occupancy, utilization, shrinkage, absenteeism and attrition

Required profile

• 3-5 years of experience in Contact Centre Analytics, Workforce Management, Operations Analytics or Business Intelligence
• Experience in a high-volume contact centre and with multiple channels (Voice, Email, Live Chat, social media)
• Fintech, banking, telecoms or e-commerce experience is an advantage

Required skills

• Advanced Excel (Pivot Tables, XLOOKUP, Power Query) and Power BI or equivalent
• Contact Centre, CRM, telephony or WFM systems
• Understanding of contact centre operations, workforce metrics, KPIs and forecasting