Workforce Management & MIS Analyst – Nairobi, Kenya – 2025

Workforce Management & MIS Analyst – Nairobi, Kenya – 2025

Job Details

• Position: Workforce Management & MIS Analyst
• Location: Nairobi, Nairobi (Hybrid)
• Type of Job: Full-Time
• Job Category: Customer Experience
• Reporting to: Customer Experience Lead
• Application Deadline: Open until filled

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Introduction

Join a rapidly expanding and highly innovative internet service provider committed to driving digital inclusion in Africa. This role offers an opportunity to work in a dynamic and values-driven environment while contributing to cutting-edge solutions for delivering affordable and accessible internet services to underserved communities. Based in Nairobi, this hybrid position provides flexibility, growth opportunities, and the chance to impact the lives of millions across Kenya and beyond.

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About Us

Poa! Internet, founded in 2014, is a leading internet service provider dedicated to the vision of delivering “Internet in every home in Africa.” As a pioneer in affordable internet solutions, Poa! deploys cost-effective and innovative strategies to bring high-speed connectivity to low-income communities. With operations that are scaling rapidly across Kenya and East Africa, Poa! is on a mission to empower communities through enhanced digital inclusion.

At Poa!, our culture is deeply rooted in our values, embodied in the acronym We CONNECT:

• Create a better world for the people we serve.
• Open our eyes to problems and opportunities.
• Never stop learning, never stop moving forward.
• Name it, own it, solve it.
• Engage with the bigger picture even in details.
• Care about each other.
• Tujienjoy kazini.

Our dedicated team works tirelessly to bring connectivity to the most underserved populations, fostering education, economic growth, and a brighter future for all.

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Key Responsibilities

As the Workforce Management & MIS Analyst, you will play a pivotal role in ensuring operational efficiency and optimizing staffing to meet customer service demands. Your primary responsibilities include:

Workforce Management

• Forecast workload volumes for the Contact Centre using historical data and seasonal trends.
• Develop and manage staff schedules to meet Service Level Agreements (SLAs) for customer interactions.
• Conduct real-time monitoring of service operations and address deviations from expected performance levels.

Data Analysis and Reporting

• Analyze workforce performance metrics, including schedule adherence, occupancy, and efficiency.
• Design and maintain dashboards to track KPIs such as first-call resolution, network uptime, churn rates, installation turnaround times, and ticket resolution.
• Prepare and present regular workforce management reports to highlight trends and resource optimization opportunities.

Strategic Insights

• Collaborate with cross-functional teams to align staffing plans with business goals and service delivery targets.
• Generate insights from customer data to support operational strategies, such as churn reduction and customer retention.
• Provide actionable recommendations to improve workforce efficiency and enhance overall customer experience.

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Qualifications and Skills

To succeed in this role, candidates must demonstrate strong analytical and organizational skills.

Mandatory Qualifications

• Proven experience in workforce management in a B2C contact center environment.
• Proficiency in tools such as Excel, SQL, Power BI, and Tableau.
• Familiarity with CRM systems like Zendesk, Avaya, or Ameyo.

Preferred Skills

• Expertise in forecasting, scheduling, and capacity planning.
• Strong real-time management capabilities.
• Excellent communication skills to present data-driven insights effectively.
• Ability to thrive in a fast-paced, evolving environment.

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Company Culture and Values

Poa! is committed to fostering a workplace that values diversity, collaboration, and innovation. We believe in creating a better world through digital empowerment. Employees at Poa! are encouraged to take ownership of challenges, engage with the bigger picture, and continuously strive for excellence.

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Apply Now for Workforce Management & MIS Analyst

Ready to join a mission-driven organization? Apply now to be part of Poa!’s journey to make affordable internet a reality for everyone.

• To apply, submit your CV and cover letter through this link.
• For similar roles, visit our Job Opportunities Page.
• For more details about our mission and services, explore our Poa! Internet Homepage.

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We are an equal opportunity employer and are committed to attracting and retaining the best employees from all backgrounds. Only shortlisted applicants will be contacted.

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