Workforce Analyst Job in Nigeria

 M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

We are recruiting to fill the position below:

Job Title: Workforce Analyst

Location: Lagos, Nigeria

Department: Customer Care


  • We are on the lookout for someone to join our Customer Care team as a Global Workforce Lead. If you are resourceful, organized, and proactive about getting things done, you might be a fit for this exciting opportunity.


  • 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.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online