Data Analyst - Call Centre Debt Collection at Kontak Recruitment

• A dynamic call centre is looking for a Data Analyst to support its collections team through data-driven insights and performance tracking. This is a key role for someone with strong analytical skills, technical proficiency, and a practical understanding of collections or call centre environments.
• You’ll be responsible for analysing debtor behaviour, monitoring agent performance, segmenting campaigns, and advising on strategy based on trends and risk. Your work will directly support improvements in recovery rates and operational efficiency.

Minimum Requirements:

• Diploma or Degree in Data Analytics or related field
• 2–3 years’ experience in data analysis, preferably in a call centre or collections environment
• Proficient in R, Python, and working with large datasets
• Experience with: Excalibur dialler systems, SAP, Solar, Moonsoft, Sage (advantageous)
• Strong skills in reporting, MIS, and data validation
• Ability to clean, manage, and analyse data from multiple sources
• Attention to detail, adaptability, and strong communication skills

Duties and Responsibilities:

• Analyse debtor behaviour, payment trends, and portfolio performance
• Monitor and report on key call centre metrics (e.g., contact rate, conversion, agent performance)
• Create and automate daily, weekly, and monthly reports
• Segment databases and support campaign setup and targeting
• Improve data quality through cleansing and validation
• Support managers with insights and predictive models to improve collections
• Collaborate with teams to test new strategies and monitor impact
• Provide dashboards and visualisations for management use