Business Intelligence Analyst

Dialer Administrator (Collections & Recovery)

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 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.