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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.

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, SQL.
• 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 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.

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Roles and Responsibilities:

• S/he will be responsible for driving the business of Merchant acquiring in the different merchant sectors (Supermarket, Pharmacies, Filling Stations, Eateries & Restaurants, Lounge and Bar and Hotels), within the Region, and developing; deploring strategies to increase sales revenue.
• Developing plans and strategic initiatives for growing the Merchant Acquisition business and achieving the companys sales goals;
• Managing and leading the Merchant acquisition team within the Region, to deliver profitable growth.
• Daily, Weekly, and Monthly monitoring of the KPI of the Merchant team within the assigned Region, ensuring all targets are met and exceeded consistently.
• Drive the KAMs to ensure they hit all KPIs for the individual teams.
• Hit target quotas for set KPIs for the Region(Transaction value, volume, and revenue).
• Monitoring market trends and providing regular competitor feedback to the Merchant Acquisition Manager.
• Have a good understanding of the business's products or services and be able to advise others about them.
• Follow up with Merchants and ensure active and inactive merchants are visited and if need be, mobilize retrieval of POS from inactive business partners within the region.

Requirements

• Bachelor’s Degree in Sales and Marketing or related fields.
• A minimum of 6 to 8 years of experience in the Merchant business.
• Must have an Android phone.
• Proven experience managing a high-performance sales team.
• Ability to motivate a team of Sales Managers for performance.
• Extremely flexible, result-oriented, and hardworking with a strong track record of success.
• Ability to self-motivate and manage self.
• Good communication and interpersonal skills.
• Customer orientation and ability to adapt/respond to different characters.

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