Dialer Specialist

FairMoney is a pioneering mobile banking institution specializing in extending credit to emerging markets. Established in 2017, the company currently operates primarily within Nigeria, and it has secured nearly €50 million in funding from renowned global investors, including Tiger Global, DST, and Flourish Ventures.

In alignment with its vision, FairMoney is actively constructing the foremost mobile banking platform and point-of-sale (POS) solution tailored for emerging markets. The journey began with the introduction of a digital microcredit application exclusively available on Android and iOS devices. Today, FairMoney has significantly expanded its range of services, encompassing a comprehensive suite of financial products, such as current accounts, savings accounts, debit cards, and state-of-the-art POS solutions designed to meet the needs of both merchants and agents.

FairMoney thrives on its diverse workforce, bringing together talent from over 27 nationalities. This multicultural team drives the company’s mission of reshaping financial services for underserved communities. To gain deeper insights into FairMoney’s pivotal role in reshaping Africa’s financial landscape, we invite you to watch an informative video.

Role Description – Dialer Data Analyst (Collections & Recovery)

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.

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

Recruitment Process

• A screening interview with one of the members of the Talent Acquisition team for 30 minutes.
• Technical interview with Asim k Chakraborty (Dialer Manager) for 45-60 minutes.