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Want to work with a fintech focused on creating a fair finance system? Check out these job openings across the globe.
Dialer Specialist / Dialer Administrator/Call Center Administrator
Fairmoney
Customer Service
Karnataka, India
Posted on Jan 21, 2025
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 informative video.
Responsibilities:
- Perform daily uploads, downloads, and importing of dial file as well as their manipulation if needed
- Analyze dialer-output data and or reporting to identify potential problems and issues
- Create and update dialing campaigns, filter, list strategies and reports
- Monitor and adjust the performance of dialer systems such as dial rules, call back rules based on activity and intensity objectives set per campaigns
- Collaborate with internal and external partners to maximize the achievement of business goals
- Design, implement, and manage dialer campaigns, including user setups, campaign configurations, skill assignments, and other platform-specific settings
- Act as the primary liaison between the dialer team and other technology and operational departments, fostering collaboration to ensure a seamless call center environment
- Translate complex business requirements into technical specifications, providing strategic guidance and innovation with minimal oversight
- Proactively troubleshoot and resolve dialer-related issues, escalating to IT or external partners when necessary to ensure minimal downtime
- Provide on-call support and assist with escalations related to the dialer system as needed
- 5+ years of relevant experience administering telephony systems and dialer platforms in a high-volume call center environment
- Strong understanding of outbound and inbound campaign management
- Proven expertise in managing and optimizing dialer campaigns, including predictive, progressive, and preview dialing modes
- Proven expertise in dialer management, particularly with integrated telephony solutions and automated dialer technologies
- Strong analytical skills, with the ability to synthesize data and provide actionable recommendations to leadership
- Extensive experience collaborating with Analytics and IT teams for strategic dialer campaign management
- Exceptional adaptability in a fast-paced environment, with the ability to prioritize tasks and meet tight deadlines
- Advanced proficiency in SQL, MySQL, Excel, and ETL tools (e.g., Kettle or similar), with meticulous attention to detail
- Excellent written and oral communication skills, including the ability to present technical findings to non-technical stakeholders
- Training & Development
- Family Leave (Maternity, Paternity)
- Paid Time Off (Vacation, Sick & Public Holidays)
- A screening interview with one of the members of the Talent Acquisition team :30 minutes
- Technical Interview - Ivan :60 minutes