Collections Dialer Analyst at FairMoney

Fairmoney is a prominent fintech company based in Nigeria, with a strong focus on empowering individuals and businesses through cutting-edge financial solutions. Our primary mission is to drive financial inclusion and offer our customers effortless lending experiences. To further our growth objectives, we are currently looking for an exceptionally skilled and motivated Senior Product Manager to become an integral part of our dynamic team and take charge of our lending division.

Title: Collections Dialer Analyst

Location: Lagos, Nigeria

Department: Operations

Job type: Full time

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.
• (2-3) years of related technical or call center 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 utilizing BigQuery for data analysis and manipulation.
• Strong expertise in Excel and Tableau for data analysis, reporting, and visualization.
• Proficient in the administration and utilization of predictive dialer systems.
• Familiarity with call center operations and managing dialer campaigns in a blended call environment.
• Experience in monitoring and analyzing 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.

Benefits

• Private Health Insurance
• Pension Plan
• Training & Development.

Deadline: Not Specified.

How to Apply: Interested and qualified candidates should Click Here to apply online

Recruitment Process

• A screening call with the Senior Recruiter for 30 minutes.
• Technical interview with the Data and Analytics team for 30-45 minutes.
• Final Discussion with Dialer Manager for 30-45 minutes.