Workforce Analyst job at M-kopa

About the Organization

M-Kopa is an African connected asset financing platform that provides underbanked customers in Africa to essential products including solar lighting, televisions, fridges, smartphones & financial services. M-Kopa was launch

Job Description

In this role, your main objective will be to support the Customer Care and BPO teams by providing workforce support in-house and to the outsourced BPOs. You will collaborate closely with our Customer Care teams in Kenya, Uganda, Nigeria, Ghana, and South Africa, ensuring seamless operations across these regions.
Reporting directly to the Global Workforce and Analytics Manager, you will have the chance to contribute to our global operations while benefiting from a supportive managerial structure. You will be expected to provide operational support to the Global workforce team, which includes developing daily operational plans that cover workforce tasks, reporting, intra-day updates, and dashboard updates. As the overall owner and executor of the global workforce strategies, you will work with workforce officers to drive execution and coordinate the adoption of workforce best practices across markets.
Your role will also involve forecasting call center volumes on a weekly, monthly, and quarterly basis using the provided tools, which will inform hiring and scheduling plans. You will develop and implement Call Center Agents' schedules across teams at the BPO premises and monitor call center performance in real time to ensure agent optimization. Additionally, you will generate and consolidate real-time, daily, weekly, and monthly call center reports across markets. You will be responsible for providing KPI schedules for annual and quarterly updates, which feed into bonus payments.
As a leader, you will guide a team of workforce analysts, developing a best-in-class support team across markets. You will conduct performance discussions, coaching, and mentoring sessions to help workforce analysts achieve their overall departmental objectives and key results. Moreover, you will act as the point of contact for all workforce escalations related to people, systems, or processes, engaging with the Global Workforce and Analytics Manager to resolve issues efficiently.
We are looking for someone with excellent problem-solving abilities who can collaborate with teams across different markets. If you have a Bachelor’s degree in Statistics, Business Administration, Economics, or Actuarial Science, and possess strong analytical and excellent communication skills, then you might be a good fit for our team.

Duties and Responsibilities

Data Collection and Analysis:

Gather and analyze data related to workforce metrics, including productivity, labor costs, turnover rates, and attendance.
Use statistical methods and software tools to interpret complex data sets.

Forecasting and Planning:

Develop workforce forecasts based on historical data and predictive analytics.
Assist in creating staffing plans to ensure optimal workforce levels.

Reporting:

Prepare detailed reports and dashboards that summarize workforce data and insights.
Present findings to management and other stakeholders.

Trend Analysis:

Monitor and analyze trends in workforce data to identify potential issues or areas for improvement.
Provide actionable recommendations based on trend analysis.

Performance Monitoring:

Track key performance indicators (KPIs) related to workforce management.
Identify and report on deviations from expected performance and suggest corrective actions.

Process Improvement:

Evaluate current workforce management processes and suggest improvements to increase efficiency and effectiveness.
Implement best practices and innovative solutions to enhance workforce management.

System Management:

Manage and maintain workforce management systems and software.
Ensure data integrity and accuracy within these systems.

Collaboration:

Work closely with HR, operations, finance, and other departments to understand workforce needs and align analysis with business goals.
Provide support and insights during workforce planning and budgeting processes.

Compliance:

Ensure all workforce planning and management activities comply with relevant laws and regulations.
Maintain confidentiality and data security standards.

Training and Support:

Provide training and support to staff on workforce management tools and techniques.
Assist in developing training materials and resources.

Qualification, Experiences and Competencies

Education:

Bachelor’s degree in human resources, business administration, statistics, economics, or a related field.
Advanced degrees (e.g., Master’s in Business Analytics or Human Resources) or certifications (e.g., Certified Workforce Planning Professional (CWPP)) are advantageous.

Experience:

Proven experience in workforce analysis, human resources, data analysis, or a related field.
Experience with workforce management software and analytical tools.

Skills:

Strong analytical and quantitative skills.
Proficiency in statistical analysis and data visualization tools (e.g., Excel, Tableau, Power BI, R, or Python).
Excellent written and verbal communication skills.

Personal Attributes:

High attention to detail and accuracy.
Strong problem-solving and critical-thinking abilities.
Ability to work independently and as part of a team.

Technical Skills:

Proficiency in data management and analysis.
Knowledge of human resources management systems (HRMS) and workforce management tools.
Understanding of statistical methods and their application in workforce analysis.

Optional Skills

Project Management:

Ability to manage multiple projects and meet deadlines.
Understanding of project management methodologies and tools.

Interpersonal Skills:

Strong interpersonal skills to interact effectively with colleagues, management, and external stakeholders.
Ability to build and maintain positive relationships within and outside the organization.

Presentation Skills:

Strong presentation skills to communicate findings to stakeholders.
Ability to create compelling visualizations and reports.

Continuous Learning:

Commitment to staying updated on the latest workforce management trends and best practices.
Participation in relevant professional organizations and obtaining additional certifications.

Technology Proficiency: