• Application Deadline:
• Position: Collections Dialer Analyst


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 5 years


• Location Lagos


• Job Field Data Science / Research 
  

Roles and Responsibilities

As a Collections Dialer Analyst at FairMoney, a microfinance institution based in Nigeria, your main duties and responsibilities will encompass, but are not limited to:

• Demonstrate a deep understanding of the credit industry, particularly in relation to collections and recovery processes for unsecured loans.


• Establish and define performance metrics to effectively measure the efficiency of the dialer system. Continuously track and enhance these metrics to drive improvements.


• Utilize data analysis and analytical techniques to articulate business and operational problem statements. Propose potential solutions based on a comprehensive understanding of the problem's complexity.


• Develop expertise in collections dialer data and functionality, utilizing data-driven insights to analyze user interactions with the system. Identify optimization opportunities based on these insights.


• Create self-serve dashboards containing trend information and near real-time dashboards to evaluate the performance of recently launched features.


• Proactively monitor and make necessary adjustments to the dialer systems to maximize campaign outcomes.


• Implement corrective measures to address performance issues as they arise.

Requirements

• Bachelor's degree preferred; an equivalent combination of education and experience may be substituted in lieu of a degree.


• A minimum of two to three (2-3) years of related technical or call centre experience, with automated dialer management in a blended call environment.


• Two to five (2-5) years of experience with SQL preferred, including data analysis, import, export, and presentation.


• Proficiency in utilising BigQuery for data analysis and manipulation.


• Strong expertise in Excel and Tableau for data analysis, reporting, and visualisation.


• Proficient in the administration and utilisation of predictive dialer systems.


• Familiarity with call centre operations and managing dialer campaigns in a blended call environment.


• Experience in monitoring and analysing dialer performance metrics, such as abandonment rate, reach and connect rate, and agent productivity among other KPIs


• Ability to troubleshoot dialer issues, identify root causes, and implement corrective actions to optimize performance.


• Excellent communication skills to collaborate with cross-functional teams, including call center agents, supervisors, IT, and management.