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
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