Workforce Management Analyst – Call Center

About the role

We are looking for a detail‑oriented Workforce Management (WFM) Analyst to support our call centre operations in Lagos. The analyst will ensure optimal staffing levels by forecasting workload, creating schedules, and monitoring real‑time performance to meet service targets.

Key responsibilities

• Forecast workload and staffing needs using historical data and trends.
• Create and maintain staff schedules that align with business demand.
• Monitor real‑time operations, adjusting resources to maintain service levels.
• Track schedule adherence, attendance, and productivity metrics.
• Prepare regular WFM reports on performance, utilization, and forecast accuracy.
• Collaborate with HR and Operations on hiring, training, and capacity planning.
• Support peak‑period planning and special projects as required.

Required profile

• OND/HND/B.Sc. qualification.
• 1–2 years of experience in workforce management, planning, or call‑centre operations.
• Residency in Maryland, Lagos or nearby environs.

Required skills

• Advanced Excel / Google Sheets.
• Data analysis and reporting.
• Workforce forecasting and scheduling.
• Knowledge of call‑centre metrics (Service Level, ASA, AHT, Occupancy, Adherence, Shrinkage, Forecast Accuracy).

What we offer

• Full‑time, onsite position.
• Competitive net salary of N150,000 – N200,000 per month (negotiable based on experience).
• Opportunity to work in a fast‑growing tech‑driven outsourcing company.