Senior Shared Services Lead (Workforce Management)
TalaManila, Philippines
Posted March 17, 2026
Full Time
About the Company
Tala is a pioneering financial platform designed to serve the Global Majority by providing instant access to credit, payments, savings, and transfer services through its innovative money app. Leveraging advanced technology and big data analytics, Tala bridges digital and cash ecosystems, offering a unique solution for financial inclusion in emerging markets. With significant investments from leading venture capitalists and recognition on prestigious lists, Tala is committed to unlocking global economic progress through fintech innovation.
Job Description
Tala is a global financial infrastructure company that is looking for a Senior Shared Services Lead to drive operational excellence and strategic workforce management for Shared Services, overseeing Customer Care and Recoveries operations. The Senior Lead will mentor WFM specialists, optimize intraday reporting, and implement disciplined metrics and processes across multiple teams.
Requirements
- 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.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
