- Company: Renmoney
- Location: Lagos, Nigeria
- Job type: Full-time
About the role
Renmoney is a passionate team dedicated to financial inclusion in Nigeria, providing loans, savings, and fixed deposit solutions to under-banked individuals and small business owners. We are looking for an MIS Specialist to ensure accurate and timely data is available to monitor operational performance, identify trends, and improve customer experience across our Contact Centre channels.
Responsibilities
- Consolidate and validate data from multiple systems to maintain a single source of truth.
- Automate recurring reports and streamline processes to reduce manual activities.
- Monitor and report on key performance indicators such as FCR, CSAT, NPS, AHT, Service Level, and Productivity.
- Analyze contact center performance by channel, team, and agent to uncover trends and performance gaps.
- Develop and maintain staffing plans, shift schedules, and capacity models across all operational channels.
- Forecast contact center demand and determine staffing requirements based on historical trends and customer volumes.
- Prepare management reports and presentations for strategic stakeholder reviews.
Requirements
- 3–5 years’ relevant experience in Contact Centre Analytics, Workforce Management, Operations Analytics, or Business Intelligence.
- Experience in fintech, banking, telecommunications, e-commerce, or another customer-focused industry is an advantage.
- Advanced Microsoft Excel skills (Pivot Tables, XLOOKUP, Power Query) and proficiency in Power BI or equivalent dashboard tools.
- Solid understanding of Contact Centre operations, workforce metrics, KPIs, and forecasting methodologies.
- Experience using Contact Centre, CRM, telephony, or Workforce Management (WFM) systems.
How to apply
Interested and qualified candidates should click here to apply online.
