Dialer Specialist at Fairmoney Microfinance Bank

FairMoney is building the leading mobile bank for emerging markets. We started with a digital microcredit application on Android, and currently roll out additional financial services (current account, savings, debit card) while expanding the product to Western Africa and South-East Asia.

We are recruiting to fill the position below:

Job Title: Dialer Specialist

Location: Ikeja, Lagos
Job type: Full-time (Remote)

Role Description 

• 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:
  • Contact rates
  • Hit rates
  • Agent productivity
  • 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:
  • Dialer efficiency
  • Agent behavior
  • Calling strategies
  • 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:

• Translate insights into operational actions
• 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.

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Work From Home
• Training & Development.

Application Closing Date
Not Specified.