About the Role
Renmoney is passionate about leveraging data-driven insights to build simple, useful financial products for individuals and businesses across Nigeria. We are currently looking for a dynamic MIS Specialist to join our team and play a pivotal role in optimizing our Contact Centre operations. In this role, you will be responsible for operational reporting, performance monitoring, workforce management, and management insights across multiple support channels including Inbound Calls, Live Chat, Email, and social media.
Key Responsibilities- Prepare and deliver daily, weekly, monthly, and ad-hoc operational reports while maintaining a single source of truth.
- Monitor and report on critical KPIs including FCR, CSAT, NPS, AHT, Service Level, and agent productivity.
- Design, develop, and maintain executive dashboards in Power BI to provide visibility into workforce efficiency and service delivery.
- Perform root cause analysis on performance anomalies and provide actionable insights to Team Leads and Managers.
- Forecast contact center demand, build capacity models, and develop staffing plans and shift schedules to optimize resource allocation.
- Track workforce metrics such as occupancy, utilization, shrinkage, absenteeism, attrition, and schedule adherence.
- 3 to 5 years of relevant experience in Contact Centre Analytics, Workforce Management, Operations Analytics, or Business Intelligence.
- Proven experience working in a high-volume contact centre environment supporting diverse channels like Voice, Email, and Live Chat.
- Industry experience in fintech, banking, telecommunications, e-commerce, or a related customer-focused sector.
- Advanced proficiency in Microsoft Excel (Pivot Tables, XLOOKUP, Power Query) and data visualization tools like Power BI.
- Familiarity with CRM, telephony, and Workforce Management (WFM) systems.
- Strong analytical, problem-solving, and cross-functional communication skills with a proven ability to translate data into business strategies.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth and career advancement in a leading fintech company.
- A collaborative, data-driven, and innovative work culture.