Workforce Management (WFM) Analyst Job at Mwanga Limited

Mwanga is a pioneer tech-driven debt recovery and business support outsourcing company with a vision to be the leading extension to global teams in Africa. We started our pilot operations in 2018 with a small agile team and have scaled impressively since then in results and team becoming trusted by key players for recoveries in Nigeria. We offer business support to businesses with the aim of helping them scale using ethical and innovative technology strategies. We are trusted by Africa’s leading lenders to recover their outstanding debts and to scale our impact. We provide a range of services ranging from debt recovery, telemarketing, call center outsourcing, virtual assistant services, customer support services, and data analysis.

We are recruiting to fill the position below:

Job Position: Workforce Management (WFM) Analyst

Job Location: Maryland, Lagos
Employment Type: Full-time

Job Summary

• We are seeking a detail-oriented and analytical Workforce Management (WFM) Analyst to ensure optimal staffing levels across our operations.
• The successful candidate will be responsible for forecasting workload, scheduling staff, monitoring real-time performance, and providing data-driven insights to support operational efficiency and service delivery.

Key Responsibilities

• Forecast workload and staffing requirements using historical data and trends
• Create and manage staff schedules to meet business demand
• Monitor real-time operations and make necessary adjustments to ensure service levels
• Track schedule adherence, attendance, and productivity
• Prepare WFM reports on performance, utilization, and forecast accuracy
• Collaborate with HR and Operations on hiring, training, and capacity planning
• Support peak planning and special projects as required

Requirements

• Minimum of OND / HND / B.Sc. qualification.
• 1–2 years of experience in Workforce Management, Planning, or Operations (call center experience.
• Knowledge of Call Centre Metrics (e.g., Service Level, ASA, AHT, Occupancy, Adherence, Shrinkage, Forecast Accuracy).
• Strong proficiency in Excel/Google Sheets.
• Ability to analyze data and present insights clearly.
• Data analysis & reporting skills, good communication skill, strong attention to detail, problem-solving ability and stakeholder management skills.
• Workforce forecasting & scheduling
• Must reside in Maryland, Lagos or nearby environs