Shared Services Specialist

Shared Services Specialist (Workforce Management) Tala Manila, National Capital Region, Philippines About Tala At Tala, we’re applying advanced technology and human creativity to solve what legacy institutions can’t or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today’s financial infrastructure doesn’t work for most of the world’s population. We’re the first and only platform to combine the intelligence of a credit bureau, the payments execution of a fintech, and the relationship expertise of a bank into one vertically integrated solution. Our platform is powered by an expansive moat of proprietary data and AI/ML decisioning technology, enabling us to deliver instant, reliable liquidity personalized to every customer’s needs. Through our flagship credit app, we’ve disbursed over $7 billion in credit to more than 12 million customers across Latin America, Southeast Asia, and East Africa. These customers have leveraged Tala products to start and expand small businesses, manage day‑to‑day needs, and pursue their financial goals. 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 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Job Details Seniority level: Not Applicable Employment type: Full‑time Job function: Other #J-18808-Ljbffr