Swift Networks Job Vacancy for a Business Analysis & Reporting Executive

Swift Networks is an Indigenous Internet Service Provider Company with outlets spread all over Lagos State. Our core services are the provision of high speed internet services, telephony and IP – VPN services to both residential and enterprise subscribers.

The following vacancy exists:

Job Tile: Business Analysis & Reporting Executive

Main Responsibilities
1. Proper design and implementation of monthly roster for all the departments to ensure that service level KPI is achieved
 2. Forecasting workforce requirement and making necessary arrangements for smooth operation
3. Ensuring that PSM (performance scoring module) is shared with all the departments on daily/monthly basis
4. Conducting business processes re-engineering and assist in the development of new business processes and procedures pertaining to Customer Retention Unit
5. Creating different reports required by the management on daily, weekly and monthly basis in regards to analyze performance of the division and the projects within the division
6. CRM reporting of SLA of TMS queues
7. Automation of the reports to ensure effective time management
8. Involvement with other functions of the division to help in achieving KPI targets whenever required

9. Responsible for data base management of the division

10. Measure and analyze ticket traffic and utilize data against staffing to ensure adequate staffing across appropriate hours of operation.

11. Capacity planning and forecasting of workforce (i.e. number of staff for each shift) by studying and analyzing different data and trends.

12. Routine analysis of reporting trends, improvement opportunities and successes.

13. Provisioning of on demand reports and data analysis in regards to workforce.

14. Maintaining CRU employees performance data base for records

15. Maintaining and managing of requests in order to keep the systems up-to-date.

16. Identifying system needs and resource requirements to keep on improving data analysis systems in accordance to number of employees.
17. Meeting with needs and requirements of the Contact Center staff regarding various administrative tasks.

18. Maintaining and Presenting Performance Scoring module of whole contact center staff on daily/weekly/monthly basis accurately.

Key Competencies- Knowledge, Skills and Behaviour

1. Any graduation degree with cumulative grade of 2nd class upper division

2. SQL and MS Excel advance level certification is a must. Visual Basic certification will be an added benefit

3.  2-3 years of call center and customer service experience
4. Multi-task, maintain a high standard of service and quality
5. Ability to have stress and time management.
6. Strong analytical and reporting skills with MS office and other data base tools & application

7. Comprehensive understanding of Basic VB , Crystal Reports, Sale and Customer Care analysis and reporting

 

 

How to Apply
Click Here to Apply

Application Deadline: 31st October 2015

GET JOB ALERTS
in your inbox

Subscribe to our mailing list and get vacancies and employment updates to your email inbox.

Speak Your Mind

*


Get a Job Today with Joblanda


Reports released in early 2016 reveal more than 1.3 million Nigerians suffered job losses during the second quarter of 2015 alone, bringing the country's total unemployment rate to greater than 6 million individuals. In an effort to combat these statistics, staffing and education advancement advocate Joblanda has launched increased efforts to work with those affected by Nigeria's diminishing employment availability.

Joblanda is focused on delivering employment, career, and educational advancement opportunities to Nigerians who are seeking them. Built on the premise of doing more than just collecting and listing vacancies, we also help ensure each vacancy is well-matched to the job seeker by organizing the listings by required academic qualifications, years of experience, and industries of expertise.

In order to drive individual and collective economic growth, we also disseminate information about scholarships and educational opportunities as well as events and initiatives that can help people advance to a better career. We want to assist people In gaining the tools and information they need to live a better life, and we know that finding a great career is vital to accomplishing that goal.

joblanda gif

GET JOB ALERTS
in your inbox

Subscribe to our mailing list and get vacancies and employment updates to your email inbox.