{"id":917033,"date":"2026-06-06T06:05:04","date_gmt":"2026-06-06T03:05:04","guid":{"rendered":"https:\/\/campusbiz.co.ke\/careers\/?post_type=job_listing&p=917033"},"modified":"2026-06-06T06:05:15","modified_gmt":"2026-06-06T03:05:15","slug":"917033-calltronix-kenya-data-analyst-nairobi","status":"publish","type":"job_listing","link":"https:\/\/campusbiz.co.ke\/careers\/vacancy\/917033-calltronix-kenya-data-analyst-nairobi\/","title":{"rendered":"Data Analyst"},"content":{"rendered":"

Calltronix Contact & Training Centre is a business communication and collaboration process automation company that utilizes the latest technologies and best industry practices to improve productivity, efficiency and accountability within organizations.<\/p>\n

Data Analyst (RTA, MIS & WFM)<\/strong><\/p>\n

To support the Operations function with accurate real-time monitoring, insightful performance reporting, and data-driven workforce planning. The Data Analyst ensures adherence to service level targets, enhances operational visibility through MIS reporting, and enables proactive scheduling and forecasting to optimize resource utilization.<\/p>\n

Specialized Duties<\/h4>\n

Real-Time Monitoring (RTA):<\/strong><\/p>\n

    \n
  1. Monitor live dashboards across all queues to ensure Service Level (SL), Average Handle Time (AHT), and Occupancy remain within acceptable ranges.<\/li>\n
  2. Detect, flag, and escalate anomalies such as high queue volumes, absenteeism, system outages, or service lags to the WFM\/MIS Manager and relevant stakeholders.<\/li>\n
  3. Track real-time agent adherence and coordinate with Account Managers on necessary interventions.<\/li>\n
  4. Maintain logs of daily incidents and actions taken to restore service compliance.<\/li>\n<\/ol>\n

    MIS Reporting:<\/strong><\/p>\n

      \n
    1. Adhere to all provisions of the Data Protection Act and relevant legislation and policies.<\/li>\n
    2. Collect, clean, and compile data from CRM systems (e.g., KATI), dialers, and ticketing tools into daily, weekly, and monthly reports.<\/li>\n
    3. Produce performance reports covering business KPIs specific to the relevant campaign.<\/li>\n
    4. Develop automated dashboards and trackers to provide live visibility to operational leadership.<\/li>\n
    5. Ensure accuracy, consistency, and on-time delivery of all reports required by Operations, QA, L&D, and Client Services teams.<\/li>\n
    6. Provide analysis and insights to support Monthly Business Reviews (MBRs), performance interventions, and strategic decision-making.<\/li>\n<\/ol>\n

      Workforce Management (WFM):<\/strong><\/p>\n

        \n
      1. Assist in building, updating, and maintaining schedules, shift plans, and rosters in line with forecasted volumes.<\/li>\n
      2. Monitor attendance and log adherence to identify trends in shrinkage or agent availability.<\/li>\n
      3. Support forecast development using historical and real-time data.<\/li>\n
      4. Participate in capacity planning exercises to ensure the contact center is adequately resourced.<\/li>\n
      5. Track leaves, shift swaps, and deviations, keeping relevant trackers up to date for visibility.<\/li>\n<\/ol>\n

        Administrative Duties<\/strong><\/p>\n

          \n
        1. Maintain documentation and version control of all data sources, templates, and reporting methodologies.<\/li>\n
        2. Work closely with the QA, L&D, and IT teams to ensure reporting aligns with operational and system changes.<\/li>\n
        3. Regularly propose improvements to reporting tools, processes, and data accuracy.<\/li>\n
        4. Support knowledge transfer and cross-training within the WFM\/MIS unit.<\/li>\n
        5. Attend daily huddles and planning meetings as required.<\/li>\n<\/ol>\n

          Recruitment Criteria<\/h4>\n

          1. Required Experience:<\/strong><\/p>\n

            \n
          • Minimum 1\u20132 years of experience in data analysis, MIS reporting, or contact center operations.<\/li>\n
          • Experience with real-time monitoring and workforce tools is a plus.<\/li>\n<\/ul>\n

            2. Required Education:<\/strong><\/p>\n

              \n
            • Bachelor\u2019s degree in Statistics, Computer Science, Information Systems, Business Analytics, or a related field.<\/li>\n<\/ul>\n

              3. Required Skills:<\/strong><\/p>\n

                \n
              • Proficiency in Excel (pivot tables, advanced formulas, macros)<\/li>\n
              • Working knowledge of BI tools (Power BI, Tableau, or similar)<\/li>\n
              • Strong attention to detail and data accuracy<\/li>\n
              • Good understanding<\/li>\n<\/ul>\n

                *The position offers a\u00a0gross monthly salary of KSh. 40,000<\/strong>.<\/p>\n","protected":false},"author":1,"featured_media":617437,"template":"","meta":{"_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_seopress_robots_follow":"","_seopress_robots_imageindex":"","_seopress_robots_snippet":"","_seopress_robots_primary_cat":"","_seopress_robots_breadcrumbs":"","_seopress_robots_freeze_modified_date":"","_seopress_robots_custom_modified_date":"","_seopress_robots_canonical":"","_seopress_social_fb_title":"","_seopress_social_fb_desc":"","_seopress_social_fb_img":"","_seopress_social_fb_img_attachment_id":0,"_seopress_social_fb_img_width":0,"_seopress_social_fb_img_height":0,"_seopress_social_twitter_title":"","_seopress_social_twitter_desc":"","_seopress_social_twitter_img":"","_seopress_social_twitter_img_attachment_id":0,"_seopress_social_twitter_img_width":0,"_seopress_social_twitter_img_height":0,"_seopress_redirections_value":"","_seopress_redirections_enabled":"","_seopress_redirections_enabled_regex":"","_seopress_redirections_logged_status":"","_seopress_redirections_param":"","_seopress_redirections_type":0,"_seopress_analysis_target_kw":"","_promoted":"","_filled":0,"_featured":0,"_job_salary_unit":"","_job_how_to_apply":"

                If you meet the above requirements, apply through the link below on or before 1<\/strong>9th<\/sup>\u00a0June<\/strong>\u00a02026.<\/strong><\/p>"},"job_listing_region":[209],"job-categories":[5498,4995,387,675,632],"job-types":[8],"class_list":{"0":"post-917033","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"has-post-thumbnail","5":"hentry","6":"job_listing_region-nairobi","7":"job_listing_category-business-analytics","8":"job_listing_category-data-analytics","9":"job_listing_category-economics-or-statistics","10":"job_listing_category-information-systems","11":"job_listing_category-it-or-computer-science","12":"job_listing_type-entry-level","14":"job-type-entry-level"},"_links":{"self":[{"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/job-listings\/917033","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/users\/1"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/media\/617437"}],"wp:attachment":[{"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/media?parent=917033"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/job_listing_region?post=917033"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/job-categories?post=917033"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/campusbiz.co.ke\/careers\/wp-json\/wp\/v2\/job-types?post=917033"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}