Senior Operational Intelligence Lead (Workforce Management)

Job description

**About Tala** Tala is AI-native credit infrastructure for the global majority, combining proprietary risk intelligence with an expanding network of capital and distribution partners to power credit access at scale. Backed by more than $500 million in funding, Tala has distributed more than $7 billion in capital to more than 13 million customers across Africa, Latin America, and Asia—building one of the most robust datasets on thin-file borrowers anywhere in the world. Our mission is simple yet bold: to unleash the economic power of the global majority. We are looking for daring, data-driven leaders passionate about building the trust and credit infrastructure for the global majority. Our pioneering work and proven impact have earned us consistent recognition, including being named to: CNBC’s Disruptor 50 for five years. CNBC’s World's Top Fintech Companies for two consecutive years. Forbes’ Fintech 50 list for nine consecutive years. Visionary investors, persuaded by the economic power of the global majority, have committed half a billion dollars in equity and debt to Tala's success. Given the global nature of our team, we operate on a remote-first approach with office hubs in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India. Most Talazens join us because they connect with our mission. If you are energized by the impact you can make at Tala, we’d love to hear from you! ### **About the Role** The Senior Shared Services Lead will drive operational excellence and strategic workforce management for Shared Services, overseeing Customer Care and Recoveries operations. This role ensures optimal staffing, real-time monitoring, and actionable insights to support quick business decisions. The Senior Lead will mentor WFM specialists, optimize intraday reporting, and implement disciplined metrics and processes across multiple teams. ### What You'll Do **Team Leadership & Management** - Lead, mentor, and develop a team of Shared Services specialists, from junior to senior levels. - Ensure high-quality service delivery, operational coverage, and fulfillment of projects and initiatives. - Drive a culture of accountability, continuous improvement, and operational discipline. - Conduct weekly team updates, coaching sessions, and performance evaluations. - Translate workforce data into executive-ready insights and recommendations that guide operational and strategic business decisions. **Workforce Management & Planning** - Lead real-time operational command across Customer Care and Recoveries, proactively identifying risks to service levels and implementing corrective staffing actions to maintain service levels and staffing adherence. - Lead capacity planning and long-range workforce forecasting to align staffing strategies with business growth, seasonality, and operational demand. - Deliver monthly and ad hoc schedules aligned with business demand and strategic objectives. - Manage intraday reporting for staffing, phone occupancy, dialer performance, and adherence to forecast. - Conduct scenario modeling and what-if analysis to evaluate the staffing impact of changes in volume, productivity, or operational strategy. - Optimize real-time monitoring that maintains target service levels, occupancy, and productivity across Customer Care and Recoveries operations. - Identify opportunities to automate workforce reporting, scheduling processes, and operational dashboards to improve efficiency and reduce manual effort. **Dialer & Reporting** - Manage and optimize dialer platforms like Five9, Amazon Connect (AWS), or other similar systems. - Oversee dialer operations, configuration, call segmentation, and reporting for both Customer Care and Recoveries. - Lead automation and optimization of reports, dashboards, and insights to support business decision-making. - Track risk events and coordinate with stakeholders to ensure timely resolution. **Vendor & Partner Management** - Monitor, report, and analyze vendor performance across daily, weekly, and monthly metrics. - Serve as a key point of contact for external CCR partners to ensure timely support and seamless operations. **Manual Adjustments & Operational Compliance** - Ensure manual adjustments are processed accurately and in compliance with established policies. - Collaborate with CCR and cross-functional teams to resolve exceptions and escalate issues as needed. ### What You'll Need - Extensive experience in contact center WFM operations, including Customer Care and Recoveries. - Advanced proficiency in SQL and relational databases, with experience using BI tools such as Looker, Data Studio, or Snowflake (Data warehouse) - Strong experience with dialer administration and reporting (Five9, Amazon Connect, Genesis, Avaya, NICE or similar). - Skilled in intraday reporting, staffing adherence, forecast management, and real-time monitoring. - Ability to deliver actionable insights for quick business decisions. - Excellent communication, data visualization, stakeholder management, planning, and problem-solving skills. - Proven ability to work independently and lead multiple projects simultaneously. - Strong project management and strategic thinking capabilities. - Demonstrated ability to optimize operational metrics and maintain disciplined reporting KPIs. - Experience in recoveries or outbound contact center operations is a plus.