Business Analysis & Reporting Executive at Swift Networks

Swift Networks - Our company is an Indigenous Internet Service Provider Company with outlets spread all over Lagos State. Our core services are the provision of high speed internet services, telephony and IP - VPN services to both residential and enterprise subscribers.

We are recruiting to fill the position of:

Job Title: Business Analysis & Reporting Executive

Location:
Nigeria

Main Responsibilities

  • Proper design and implementation of monthly roster for all the departments to ensure that service level KPI is achieved
  • Forecasting workforce requirement and making necessary arrangements for smooth operation
  • Ensuring that PSM (performance scoring module) is shared with all the departments on daily/monthly basis
  • Conducting business processes re-engineering and assist in the development of new business processes and procedures pertaining to Customer Retention Unit
  • Creating different reports required by the management on daily, weekly and monthly basis in regards to analyze performance of the division and the projects within the division
  • CRM reporting of SLA of TMS queues
  • Automation of the reports to ensure effective time management
  • Involvement with other functions of the division to help in achieving KPI targets whenever required
  • Responsible for data base management of the division
  • Measure and analyze ticket traffic and utilize data against staffing to ensure adequate staffing across appropriate hours of operation.
  • Capacity planning and forecasting of workforce (i.e. number of staff for each shift) by studying and analyzing different data and trends.
  • Routine analysis of reporting trends, improvement opportunities and successes.
  • Provisioning of on demand reports and data analysis in regards to workforce.
  • Maintaining CRU employees performance data base for records
  • Maintaining and managing of requests in order to keep the systems up-to-date.
  • Identifying system needs and resource requirements to keep on improving data analysis systems in accordance to number of employees.
  • Meeting with needs and requirements of the Contact Center staff regarding various administrative tasks.
  • Maintaining and Presenting Performance Scoring module of whole contact center staff on daily/weekly/monthly basis accurately.

Key Competencies- Knowledge, Skills and Behaviour

  • Any graduation degree with cumulative grade of 2nd class upper division
  • SQL and MS Excel advance level certification is a must. Visual Basic certification will be an added benefit
  • 2-3 years of call center and customer service experience
  • Multi-task, maintain a high standard of service and quality
  • Ability to have stress and time management.
  • Strong analytical and reporting skills with MS office and other data base tools & application
  • Comprehensive understanding of Basic VB , Crystal Reports, Sale and Customer Care analysis and reporting