Mwanga is a tech-driven business process outsourcing services company. We have a highly skilled and agile team that effectively fits into your teams and carries out a major process to result in an upward scale in your profitability.
Job Summary
We are seeking a detail-oriented and analytical Workforce Management (WFM) Analyst to ensure optimal staffing levels across our operations. The successful candidate will be responsible for forecasting workload, scheduling staff, monitoring real-time performance, and providing data-driven insights to support operational efficiency and service delivery.
Key Responsibilities
- Forecast workload and staffing requirements using historical data and trends
- Create and manage staff schedules to meet business demand
- Monitor real-time operations and make necessary adjustments to ensure service levels
- Track schedule adherence, attendance, and productivity
- Prepare WFM reports on performance, utilization, and forecast accuracy
- Collaborate with HR and Operations on hiring, training, and capacity planning
- Support peak planning and special projects as required
Requirements
- Minimum of OND / HND / B.Sc. qualification.
- 1–2 years’ experience in Workforce Management, Planning, or Operations (call center experience.
- Knowledge of Call Centre Metrics (e.g., Service Level, ASA, AHT, Occupancy, Adherence, Shrinkage, Forecast Accuracy).
- Strong proficiency in Excel/Google Sheets.
- Ability to analyze data and present insights clearly.
- Data analysis & reporting skills, good communication skill, strong attention to detail, problem-solving ability and stakeholder management skills.
- Workforce forecasting & scheduling
- Must reside in Maryland, Lagos or nearby environs
Method of Application
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