About
Mwanga Limited is a technology-driven debt recovery and business support outsourcing company committed to helping organizations improve operational efficiency through innovative and ethical solutions. Since launching its operations in 2018, the company has become a trusted partner to leading lenders across Africa, providing services including debt recovery, customer support, telemarketing, virtual assistance, call center outsourcing, and data analytics.
Job Description
The Junior Data Analyst will support business operations by collecting, cleaning, analyzing, and interpreting operational data to generate actionable insights. The role also includes workforce management (WFM) responsibilities such as staff scheduling, performance monitoring, operational reporting, and resource planning to improve productivity and service delivery.
Successful candidates will receive structured onboarding and training in workforce management processes while working in a dynamic 24/7 BPO environment.
Key Responsibilities
Data Analysis
- Collect, clean, and organize data from CRM systems, call logs, and operational platforms.
- Analyze operational performance metrics, including customer engagement, recovery rates, and service levels.
- Prepare daily, weekly, and monthly reports and interactive dashboards.
- Track and report key performance indicators (KPIs).
- Identify trends, patterns, and anomalies to support business improvement.
- Provide data-driven insights to assist management decision-making.
- Ensure data accuracy, consistency, and integrity across reporting systems.
Workforce Management (WFM)
- Support workforce scheduling and shift planning based on workload forecasts.
- Monitor employee productivity, attendance, and schedule adherence.
- Generate workforce performance reports and efficiency metrics.
- Analyze call volumes and workload trends to improve staffing decisions.
- Recommend strategies to enhance workforce efficiency and operational performance.
Qualifications & Requirements
- 0–2 years of relevant experience in data analysis or reporting.
- Previous exposure to call center or BPO operations is an advantage.
- Basic understanding of Workforce Management (WFM) concepts is desirable.
- Strong proficiency in Microsoft Excel or Google Sheets (advanced Excel skills preferred).
- Knowledge of Power BI, Tableau, or other data visualization tools.
- Basic knowledge of SQL is an added advantage.
- Strong analytical, critical thinking, and problem-solving skills.
- Excellent attention to detail and documentation abilities.
- Good communication and computer literacy skills.
- Ability to thrive in a fast-paced, 24/7 operational environment.
How to Apply
Interested applicants should apply by clicking the APPLY NOW button