{"id":2938855,"url":"https://alion.io/job/renmoney-mis-specialist","title":"MIS Specialist","company":{"id":6761,"name":"Renmoney","domain":"renmoney.com","url":"https://alion.io/company/renmoney","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"C","score":66,"open_postings":62,"ghost_share":0.484,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":64,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Marketing","role_family":"Marketing","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lagos, Nigeria"],"countries":["NG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-20T16:47:34Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-24T03:25:19Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":2},"description":"The MIS Specialist will be responsible for operational reporting, data analysis, performance monitoring, and management insights across the Contact Centre.\nThis role will ensure that accurate and timely data is available to monitor operational performance, identify trends and gaps, support staffing decisions, and improve overall customer experience and Contact Centre efficiency across Inbound Calls, Live Chat, Email, and social media.\nRequirements\nKey Responsibilities\nOperational Reporting & Data Management\nPrepare and deliver daily, weekly, monthly, and ad-hoc operational reports. \nConsolidate, validate, and reconcile data from multiple systems to maintain a single source of truth. \nMonitor and report on key performance indicators, including FCR, CSAT, NPS, AHT, Service Level, and Productivity.\nAutomate recurring reports and streamline processes to reduce manual reporting activities.\nPerformance & Customer Contact Analysis\nAnalyze contact center performance by channel, team, agent, and issue type to uncover trends and performance gaps.\nInvestigate significant anomalies and performance drops through root cause analysis to assess operational impact. \nProvide actionable insights and data to Team Leads and Managers to support coaching, performance management, and incentive calculations.\nBusiness Intelligence & Management Insights\nDevelop and maintain dashboards that provide executive visibility into performance, workforce efficiency, and service delivery. \nTranslate operational data into strategic management insights, highlighting emerging risks and opportunities for improvement.\nPrepare management reports and presentations for strategic stakeholder reviews. \nSupport business cases, budgeting, and capacity planning through forward-looking data insights.\nStakeholder Collaboration & Continuous Improvement\nCollaborate cross-functionally with internal teams to obtain and validate operational data.\nTranslate stakeholder requirements into practical analytical and reporting solutions. \nSupport initiatives involving new products, channels, or systems by providing impact assessments and workforce forecasts. \nRecommend and drive improvements to reporting processes and operational workflows based on data findings.\nWorkforce Management & Planning\nForecast contact center demand and determine staffing requirements based on historical trends, seasonality, and customer volumes. \nDevelop and maintain staffing plans, shift schedules, and capacity models across all operational channels. \nMonitor staffing levels against actual demand to identify capacity gaps, overstaffing, or understaffing, and recommend adjustments. \nTrack key workforce metrics, including occupancy, utilization, shrinkage, absenteeism, attrition, and schedule adherence.\nQualifications & Experience\n3-5 years' relevant experience in Contact Centre Analytics, Workforce Management, Operations Analytics, or Business Intelligence.\nExperience working in a high-volume Contact Centre environment, with an understanding of workforce planning and operational performance.\nExperience supporting multiple customer service channels, such as Voice, Email, Live Chat, and social media.\nExperience in fintech, banking, telecommunications, e-commerce, or another customer-focused industry is an advantage.\nTechnical Skills & Core Competencies\nAdvanced Microsoft Excel skills (Pivot Tables, XLOOKUP, Power Query) and proficiency in Power BI or equivalent dashboard tools.\nExperience using Contact Centre, CRM, telephony, or Workforce Management (WFM) systems.\nSolid understanding of Contact Centre operations, workforce metrics, KPIs, and forecasting methodologies.\nStrong analytical, problem-solving, and stakeholder communication skills, with the ability to translate data into actionable business insights.","description_format":"text","description_chars":3790,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Banks & Neobanks","Consumer Loans & Pawnshops","Microfinance"],"lifecycle":[{"event":"open","at":"2026-10-20T16:47:34Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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