Shared Services Specialist (Workforce Management)

Manila City, Metro Manila
Permanent
Full-time

21 days ago

About TalaTala is on a mission to unleash the economic power of the Global Majority - the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC's Disruptor 50 five years in a row, CNBC's World's Top Fintech Company, Forbes' Fintech 50 list for eight years running, and Chief's The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our ission.By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices 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 RoleThe Shared Services Specialist (Workforce Management) plays a critical role in managing live operations across multichannel support environments (voice, chat, and email). This role is responsible for monitoring agent activities, queues, and service levels in real time to ensure optimal staffing, adherence, and performance across all channels.What You'll Do

Workforce Management

Monitor real-time performance metrics, including agent adherence, occupancy, queue volume, and SLA targets across Recoveries and Customer Care Functions
Proactively identify risks to service levels (e.g., understaffing, high call/chat volumes) and implement real-time schedule adjustments or escalations.
Communicate with Team Leads and Supervisors to reallocate resources and manage coverage gaps.
Track and log non-adherence events, offline activities, and exceptions (e.g., breaks, training, system issues).
Collaborate with WFM Planning and Scheduling teams to ensure consistency between forecasts and intraday performance.
Ensure accurate status codes are used in all WFM systems and assist with cleanup or corrections if needed.
Provide hourly or end-of-day reporting to Operations on key KPIs and service-level performance by channel.
Support shift start check-ins, flagging potential risks or deviations early in the day.
Act as the first point of contact for live operations escalations related to agent availability, queue status, or system issues.

Vendor Management Support

Assist on account endorsement processing for third party service providers
Regular and monthly update on vendor performance and reporting

Dialer & Reports

Automation and optimization of reports, insights and data collection
Support the Recoveries Team on long range planning projects and ad hoc requests
Manage the Recoveries Dialer specifications, functionalities, operations and reports
Regular update on dialer reporting and call segmentation

What You'll Bring

Minimum of 1 year in a contact center environment, preferably in real-time analyst or WFM roles
Familiarity with WFM tools (e.g., Five9, NICE IEX, Genesys, Verint, or equivalent) and real-time dashboards.
Strong understanding of call center KPIs, especially for multichannel operations (ASA, AHT, concurrency, backlog management).
Excellent problem-solving and decision-making skills in high-pressure environments.
Proficient in Excel or Google Sheets; experience with reporting tools (e.g., Snowflake, Looker) is a plus.
Excellent communication skills to coordinate with various internal stakeholders in real time.
Ability to work flexible shifts, including weekends or holidays, as required by operational needs.
Familiarity and exposure to Microsoft Office and Google Suite
Working knowledge of the Dialer Admin and Reporting tools

Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we're proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Tala

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