Dialer Specialist at FairMoney

• This is a full-time, remote-based position in Lagos (Ikeja), Nigeria, for a Dialer Data Analyst within the Collections & Recovery Sales team. The role focuses on data-driven optimization of outbound and inbound dialer campaigns to improve contact rates, agent productivity, and recovery outcomes. The analyst will generate actionable insights, monitor key dialer and operational metrics, and work closely with operations, dialer, CRM, and leadership teams to continuously refine dialing strategies and performance.
• The ideal candidate will bring deep hands-on experience with dialer systems, BigQuery, and Tableau, and will play a critical role in shaping data-led decision-making for collections operations.

Roles and Responsibilities

• Analyze outbound and inbound dialer performance to optimize:
  o Contact rates
  o Hit rates
  o Agent productivity
  o Recovery effectiveness
• Build and maintain dashboards and reports in Tableau for operational and leadership consumption.
• Perform advanced analysis using BigQuery on large-scale datasets.
• Monitor daily, weekly, and monthly KPIs related to:
  o Dialer efficiency
  o Agent behavior
  o Calling strategies
  o List performance and intensity capping.
• Identify trends, anomalies, and improvement opportunities in dialer and collections data.
• Partner with cross-functional teams (Dialer Ops, Collections, Tech, Product) to:
  o Translate insights into operational actions
  o Adjust dialing logic and strategies
• Support experimentation, pilots, and optimization initiatives across campaigns.
• Ensure data accuracy, consistency, and reliability across reports and dashboards.

Requirements

• 8+ years of relevant experience in data analytics, preferably in collections, recovery, or contact center environments.
• Strong hands-on experience with Dialer systems (predictive, power, preview, inbound/outbound).
• Advanced proficiency in BigQuery.
• Strong expertise in Tableau (dashboard design, performance optimization, storytelling).
• Excellent analytical skills with the ability to interpret complex datasets and identify actionable trends.
• Solid understanding of statistics and data modeling techniques.
• Strong communication skills to clearly present insights to technical and non-technical stakeholders.
• Ability to work independently in a fast-paced, high-impact environment.