Work Force Management Analyst – WFM Analyst
Image Icon Global · Nigeria
Category Operations

Support management with all necessary information, planning models and scenarios to facilitate the decision-making process.



  • Assist and support implementation of all new projects.
  • Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing.



  • Analysis of historical data, forecasting and creating staffing scenarios for inbound and outbound business functions.
  • Perform a weekly/monthly capacity plan for all accounts that supporting operational management for taking the proper decisions.



  • Workforce planning and scheduling for all operational accounts, from long term plans to the minutest intraday level.
  • Maintain Operation headcount and headcount related issues
  • Control leaves balance and reserve annual leaves for CSRs.
  • Track, maintain, and document attendance, leaves, and absenteeism of CSRs


  • Report on absenteeism and attrition figures of Operation
  • Update HR and finance with attendance, absenteeism, and Overtime
  • Align with all management levels in case of expected events, or potential crises.
  • Other duties assigned.


Education and Specific Training

  • Bachelor’s degree


Work Experience

  • 3 - 5 years of experience working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales


Technical Skills

  • Usage of MS Office
  • Data Analytics


Competencies and Specific Skills

  • Communication Skill (Oral and Written)
  • Creativity
  • Flexibility
  • Initiative
  • Job motivation
  • Judgement
  • Planning and organization
  • Stress tolerance


What we offer 

An opportunity to learn and grow, a competitive salary, one of the best offices in Nigeria, an international team, and challenging projects.