Collections Dialer Analyst at FairMoney

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.