Shared Services Specialist

Summary

Join Tala, a company on a mission to empower the financially underserved, as a Shared Services Specialist (Workforce Management). This critical role involves real-time monitoring of agent activities and service levels across multichannel support environments (voice, chat, email) to ensure optimal staffing and performance. You will proactively identify and address service level risks, communicate with team leads, track non-adherence, collaborate with planning teams, and provide regular reporting on key performance indicators. Additionally, you will support vendor management, dialer operations, and reporting, contributing to long-range planning and ad-hoc requests for the Recoveries Team. This position requires a strong understanding of call center KPIs and WFM tools, excellent problem-solving skills, and the ability to work flexible shifts. Tala offers a remote-first approach with offices globally and a commitment to diversity and inclusion.

Requirements

• 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
• 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

Responsibilities

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

Preferred Qualifications

Proficient in Excel or Google Sheets; experience with reporting tools (e.g., Snowflake, Looker) is a plus

Benefits

Remote-first approach