All jobs
MIS Specialist
About this role
Renmoney is hiring an MIS Specialist in Lagos to manage operational reporting, data analysis, performance monitoring, and management insights for the Contact Centre. The role focuses on delivering accurate data to track performance, identify trends, support staffing decisions, and improve customer experience across channels such as inbound calls, live chat, email, and social media. You will develop dashboards and prepare management reports to inform strategic decisions, budgeting, and capacity planning. The position involves collaborating with internal teams to translate requirements into analytical solutions and driving improvements to reporting processes and workflows. The candidate should have experience in high-volume contact centres and familiarity with multiple customer service channels in fintech or related industries is a plus.
What you would do
- Prepare and deliver daily, weekly, monthly, and ad-hoc operational reports.
- Consolidate, validate, and reconcile data from multiple systems.
- Monitor and report on key performance indicators (FCR, CSAT, NPS, AHT, Service Level, Productivity).
- Automate recurring reports and streamline reporting processes.
- Analyze contact centre performance by channel, team, agent, and issue type.
- Investigate anomalies and assess operational impact.
- Provide actionable insights to team leads and managers for coaching and incentives.
- Develop and maintain dashboards for management visibility.
- Prepare management reports and presentations for stakeholder reviews.
- Support budgeting, capacity planning, and business cases with data insights.
What they are asking for
- 3 - 5 years of relevant experience in contact centre analytics, workforce management, operations analytics, or business intelligence.
- Experience in a high-volume contact centre and understanding of workforce planning and operational performance.
- Experience supporting multiple channels (Voice, Email, Live Chat, social media).
- Experience in fintech, banking, telecoms, e-commerce, or similar customer-focused industry is advantageous.
- Advanced Excel skills (Pivot Tables, XLOOKUP, Power Query) and proficiency in Power BI or similar dashboards.
- Experience with contact centre, CRM, telephony, or WFM systems.
- Strong analytical and problem-solving skills with ability to translate data into insights.
- Good stakeholder communication and ability to translate data into actionable business recommendations.
Listing details are summarised from the source. Always confirm the role and the employer on the original posting before applying, and never pay to apply for a job.