The Role
Early-career Data Analyst supporting a BPO by collecting, cleaning, and analyzing CRM, call log, and operational data. Create daily/weekly/monthly reports and interactive dashboards (Excel, Sheets, Power BI, Tableau), monitor KPIs, identify trends and anomalies, and support workforce management with staffing and scheduling insights to improve service levels and operational efficiency.
Summary Generated by Built In
Summary:
The Data Analyst role is tailored for early-career professionals aiming to establish a strong foundation in data-driven decision-making within a fast-paced BPO environment. This position is pivotal in supporting business operations by gathering, analyzing, and interpreting data from multiple sources to deliver actionable insights that enhance service delivery and operational efficiency. The analyst contributes significantly to workforce management by enabling data-informed scheduling, performance tracking, and reporting, ensuring optimal resource allocation and team productivity. By utilizing tools such as Excel, Google Sheets, and BI platforms (e.g., Power BI, Tableau), the Data Analyst transforms raw data into clear, insightful reports that guide strategic initiatives and foster continuous improvement across teams.
Responsibilities:
- Collect, clean, and organize data from diverse sources including CRM systems, call logs, and operational dashboards
- Analyze operational performance metrics such as customer engagement, recovery rates, and service level adherence
- Prepare and distribute daily, weekly, and monthly performance reports for management review
- Monitor and report on key performance indicators (KPIs) across teams and business units
- Identify trends, patterns, and anomalies in business data to support proactive decision-making
- Develop and maintain interactive dashboards using Excel, Google Sheets, or BI tools (e.g., Power BI, Tableau)
- Ensure data accuracy, consistency, and integrity across all reporting and analytical outputs
- Support workforce management activities by assisting in shift planning and staff scheduling based on forecasted workloads
- Track agent availability, productivity, adherence, and utilization to support performance optimization
- Analyze call volume trends and workload patterns to inform staffing strategies and resource planning
- Deliver insights that improve workforce efficiency, service levels, and overall operational performance
Requirements
Requirements:
Skills Required
- Proficiency with Excel
- Proficiency with Google Sheets
- Experience building dashboards in Power BI or Tableau
- Experience working with CRM systems and call log data
- Ability to collect, clean, and organize data from multiple sources
- Experience analyzing operational performance metrics and KPIs
- Ability to prepare and distribute regular performance reports
- Ensure data accuracy, consistency, and integrity in reporting
- Support workforce management activities including shift planning and staffing analysis
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The Company
What We Do
Jobberman is Nigeria's leading career development and recruitment solutions company, focusing on connecting qualified job seekers with verified employers. Headquartered in Lagos, Nigeria, the company operates as an online job marketplace and career portal. It provides comprehensive online career development support, training services, and personalized HR solutions designed to empower job seekers and assist employers in finding the right talent.
