Customer Care Operations Analyst at Reliance Health

We’re a health insurance company that acts like a technology company. We’re using software, data science and telemedicine to make health insurance more affordable, easier to access and more of a delightful experience.

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.

Description

• 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.

Requirements

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.