Dialer Administrator

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• Evaluate the performance of outbound and inbound dialers to enhance: Contact rates, Hit rates, Agent productivity, and Recovery effectiveness.

• Create and sustain dashboards and reports in Tableau for both operational and leadership review.

• Conduct advanced analyses utilizing BigQuery on extensive datasets.

• Track daily, weekly, and monthly KPIs related to: Dialer efficiency, Agent behavior, Calling strategies, as well as List performance and intensity capping.

• Detect trends, anomalies, and areas for improvement in dialer and collections data.

• Collaborate with cross-functional teams (Dialer Ops, Collections, Tech, Product) to: Convert insights into operational actions and Modify dialing logic and strategies.

• Assist in experimentation, pilot projects, and optimization efforts across campaigns.

• Ensure data accuracy, consistency, and reliability in all reports and dashboards.

⛳️ Requirements

• Over 5 years of relevant experience in data analytics, ideally within collections, recovery, or contact center settings.

• Robust hands-on experience with Dialer systems (predictive, power, preview, inbound/outbound).

• Advanced knowledge of BigQuery and SQL.

• Strong expertise in Tableau (dashboard creation, performance enhancement, storytelling).

• Exceptional analytical abilities with the capacity to interpret complex datasets and pinpoint actionable trends.

• Comprehensive understanding of statistics and data modeling methodologies.

• Excellent communication skills to effectively convey insights to both technical and non-technical audiences.

• Capability to work autonomously in a dynamic, high-impact environment.

🏝️ Benefits

• Private Health Insurance

• Pension Plan

• Paid Time Off

• Work From Home

• Training & Development