Reliance Customer Care Operations Analyst needed at Reliance HMO

Job title : Reliance Customer Care Operations Analyst

Job Location : Lagos

Deadline : June 15, 2024

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  • We are seeking a highly skilled data driven candidate to join our team.
  • As an operations Specialist, you will be responsible for handling data analysis, generating reports, and optimizing operational performance and workforce planning within RCC in Nigeria, Egypt and the emerging markets.

Key Responsibilities:

  • Data Analysis: Conduct in-depth analysis of call center data to identify trends, patterns, and opportunities for improvement. 
  • Report Generation: Develop and generate regular reports on call center performance metrics, including but not limited to call volume, response times, and customer satisfaction. 
  • Operational Efficiency: Identify areas of inefficiency within RCC operations and recommend strategies for improvement. 
  • Workforce Scheduling: Manage workforce scheduling processes to ensure adequate coverage during peak hours and optimal resource allocation for RCC in Nigeria, Egypt and the emerging markets.
  • Capacity Planning: Calculate and track RCC capacity requirements based on historical data and projected trends for RCC in Nigeria, Egypt and the emerging markets.
  • Cross-functional Collaboration: Collaborate with other teams to streamline processes and integrate data sources for comprehensive analysis. 
  • Continuous Improvement: Support with data for continuous improvement initiatives to enhance RCC’s performance, efficiency, and customer satisfaction.  
  • Ad Hoc Analysis: Perform Ad hoc analysis and provide insights as requested by management or stakeholders. 


Skills Required:

  • HND / B.Sc degree
  • You pay strong attention to detail and deliver work that is of a high standard
  • Proven experience working in a call centre environment, preferably in a data analysis or MIS role. 
  • Proficiency in data analysis tools and software, such as Excel, and business intelligence platforms (e.g., Excel, Tableau, Power BI). 
  • Strong analytical skills with the ability to interpret complex data sets and generate actionable insights. 
  • Excellent communication and presentation skills, with the ability to convey technical concepts to non-technical stakeholders. 
  • Detail-oriented with a focus on accuracy and quality in data analysis and reporting. 
  • Ability to work independently and collaboratively in a fast-paced environment. 
  • Experience with workforce management and capacity planning tools/software is a plus. 

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

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