Workforce Planning Analyst, Lagos (Nigeria)
Sun King
About the role:
We are seeking a strategic and detail-oriented Workforce Planning Analyst to join our growing regional Workforce Management & MIS team. This role plays a critical part in optimizing workforce operations across both internal and outsourced contact centers within a multi-country footprint.
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Nigeria
- Workplace type
- Onsite
- Reporting To
- Workforce & MIS Manager, Africa
What you would be expected to do
- Build and review agent schedules optimized for forecasted demand, shrinkage, business drivers, wellbeing subpolicies and offline threshold guidelines.
- Work with BPO workforce planners to align schedules and resolve discrepancies, while maintaining documentation for all planning discussions.
- Align shift mixes, rest day strategies, and offline activity windows with both internal and outsourced planners.
- Maintain documented planning discussions and ensure schedules are signed off by relevant stakeholders.
- Develop accurate short- and long-term forecasts (daily to 4+ months) for workload, staffing, occupancy and resource planning.
- Review the quality of all forecasts and impact assessments before submission to the Workforce &MIS Manager for sign-off and wider communication
- Validate and align all forecasts with relevant market stakeholders and escalate capacity risks proactively with recommended resource adjustments (e.g., overtime, shrinkage, cross-skilling).
- Benchmark and incorporate contact center data, customer insights, seasonality, and marketing inputs, and business strategy into forecasting models.
- Track and analyze intraday, daily, weekly, and monthly KPIs including service levels, adherence, AHT, shrinkage, forecast accuracy and agent productivity metrics.
- Generate accurate performance reports and dashboards for senior management and operational teams.
- Deliver actionable insights through performance dashboards and reporting packs with improvement recommendations tailored for Contact Center Ops and Management Team.
- Ensure tactical planning by flagging early risk flags to performance or revenue generation and also work with internal Contact Center Ops and BPO WFM teams to implement corrective actions.
- Serve as the WFM dedicated planning lead within your assigned markets, including BPO partner sites.
- Conduct regular syncs with in-market and BPO WFM teams to review schedules, forecasts, and performance metrics.
- Support workforce alignment for LOB migrations, new campaigns, and intraday routing changes.
- Provide insight, scheduling outputs as required for all reporting and alignments with team managers for effective man hour production.
- Contribute to the successful rollout of the new WFM system, including UAT, data validation, and documentation.
- Maintain and identify process improvement and automation and optimization opportunities in planning, scheduling, and reporting across internal and outsourced environments.
- Provide efficient workforce plans that balance cost control, service delivery, and employee engagement.
- Ensure effective man-hour utilization and headcount planning to reduce overstaffing or attrition-related inefficiencies.
- Contribute to capacity decisions that balance revenue generation and labor cost efficiency.
- Examine planning strategies’ impact on attrition, adherence, and absenteeism, and recommend improvements backed up by data.
- Drive and contribute to Contact Centre projects from a workforce perspective as assigned.
You might be a strong candidate if you
- Minimum Higher National Diploma/Bachelor's degree in Business, Economics, Mathematics, Statistics, or related field.
- Have minimum of 2 years experience in workforce planning or WFM/MIS roles in a contact center or BPO setting is required.
- Experience in a multi-channel (voice, chat, email), multi-country, or outsourced environment is preferred.
- Hands-on experience with forecasting, scheduling, performance monitoring, and WFM reporting.
- Good knowledge of Excel or Google Sheets; familiarity with data visualization tools (e.g., Power BI, Tableau, Looker Studio).
- Experience with WFM systems (e.g., Injixo, Verint, NICE) is a plus.
- Understanding of routing strategies, multi-skilling impacts, and labor optimization.
- Excellent stakeholder engagement and communication skills across diverse cultures and time zones.
- Robust analytical and critical thinking skills; a data-informed decision-making mindset
- Organized, detail-oriented, and process-focused with strong time management.
- Proven ability to prioritize, work independently, and deliver under changing business needs.
- Comfortable with documentation, SOP creation, and maintaining repeatable processes.
- A collaborative and proactive approach to problem-solving and team support.
- Experience supporting pan-African contact center operations or multi-lingual environments.
- Working knowledge of labor law considerations in scheduling and shift design.
- Exposure to wellbeing strategies as part of workforce planning frameworks.
What Sun King Offers
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.
About Sun King
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.