Data Analyst – Business Operations & Workforce Management

About the role

We are looking for a detail‑oriented Data Analyst to support Mwanga Limited’s business operations in Lagos. The role will involve collecting, cleaning and analysing data from our CRM, call logs and other operational tools to produce actionable insights and support workforce management in a 24/7 BPO environment.

Key responsibilities

• Collect, clean and organise data from multiple sources such as CRM systems, call logs and operational tools.
• Analyse operational performance metrics including customer engagement, recovery rates and service levels.
• Prepare daily, weekly and monthly reports and dashboards for management.
• Track and report key performance indicators (KPIs) across teams.
• Identify trends, patterns and anomalies in business data.
• Support staff scheduling and shift planning based on workload forecasts.
• Monitor agent availability, productivity and schedule adherence.
• Generate workforce performance reports covering attendance, utilisation and efficiency.
• Analyse call volumes and workload trends to inform staffing decisions.

Required profile

• 0–2 years of relevant experience.
• Experience with reporting or data analysis is an advantage.
• Exposure to call‑center or BPO operations is a plus.
• Basic understanding of workforce management concepts.
• Strong analytical, critical‑thinking and problem‑solving abilities.
• Excellent attention to detail.

Required skills

• Advanced proficiency in Microsoft Excel or Google Sheets.
• Knowledge of data‑visualisation tools such as Power BI or Tableau.
• Basic SQL knowledge.