Dialer Administrator

About the Role: This is a full-time, remote-based position in Nigeria for a Dialer Administrator 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 metrics, and work closely with cross-functional teams. 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, and 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, and list performance.
• Partner with cross-functional teams (Dialer Ops, Collections, Tech, Product) to translate insights into operational actions and adjust dialing logic.
• Ensure data accuracy, consistency, and reliability across reports and dashboards.

Requirements

• 5+ 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 and SQL.
• Strong expertise in Tableau (dashboard design, performance optimization, storytelling).
• Solid understanding of statistics and data modelling 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 and Pension Plan.
• Paid Time Off and Work From Home flexibility.
• Training & Development opportunities.