Senior Operational Intelligence Lead (Workforce Management)

Tala
Manila
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Communication","Leadership","Problem-solving","Stakeholder management","Planning"]

Senior Shared Services Lead responsible for operational excellence in Shared Services, overseeing Customer Care and Recoveries with a focus on workforce management, real-time monitoring, staffing plans, and data-driven insights to guide operational decisions. This role mentors WFM specialists, optimizes intraday reporting and dashboards, and partners with stakeholders to maintain service levels and efficiency across multiple teams.

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Tala
Tala
4 months ago

Senior Operational Intelligence Lead (Workforce Management)

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Last checked: 7 hours agoStatus: Live

Job Summary

Senior Shared Services Lead responsible for operational excellence in Shared Services, overseeing Customer Care and Recoveries with a focus on workforce management, real-time monitoring, staffing plans, and data-driven insights to guide operational decisions. This role mentors WFM specialists, optimizes intraday reporting and dashboards, and partners with stakeholders to maintain service levels and efficiency across multiple teams.
Location: Manila
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead, mentor, and develop a team of Shared Services specialists, from junior to senior levels and ensure high-quality service delivery, operational coverage, and fulfillment of projects and initiatives.
  • •Drive a culture of accountability, continuous improvement, and operational discipline and 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 across multiple teams.
  • •Lead real-time operational command across Customer Care and Recoveries, identify risks to service levels, and implement 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.

Key Requirements

  • •Extensive experience in contact center WFM operations
  • •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
Experience:Contact centerWorkforce managementShared servicesCustomer care
Skills:CommunicationLeadershipProblem-solvingStakeholder managementPlanning
Tech Stack:SQLLookerData StudioSnowflakeFive9Amazon ConnectGenesisAvayaNICE

Company Brief

Tala
Provides mobile-first financial services and credit to underserved consumers in emerging markets using alternative data and machine learning to underwrite microloans, payments, and savings products via a smartphone app.
Industry: Lending
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series E+
Headquarters: Santa Monica, United States
Founded: 2011
Website