Senior Operational Intelligence Lead (Workforce Management)

About Tala Tala is AI-native credit infrastructure for the global majority, combining proprietary risk intelligence with an expanding network of capital and distribution partners to power credit access at scale. Backed by more than $500 million in funding, Tala has distributed more than $7 billion in capital to more than 13 million customers across Africa, Latin America, and Asia - building one of the most robust datasets on thin-file borrowers anywhere in the world. Our mission is simple yet bold: to unleash the economic power of the global majority. We are looking for daring, data-driven leaders passionate about building the trust and credit infrastructure for the global majority. 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 Senior Operational Intelligence Lead will transform traditional workforce management into a unified Operational Intelligence "Control Tower."

The Senior Operational Intelligence Lead will be responsible for driving real-time decisioning and performance optimization across Customer Care and Recoveries (CCR) by replacing manual scheduling with automated, data-driven execution.

What You'll Do

• Intelligence Strategy: Design and implement a real-time "Control Tower" model that centralizes decision-making for staffing, campaign pacing, and channel priority across global markets.

• Advanced Analytics & BI: Lead the transition to a single source of truth by overseeing the development of automated Looker/Snowflake dashboards, eliminating manual data handling.

• Strategic Dialer Oversight: Direct the dialer optimization strategy (Five9/Amazon Connect) to ensure lead segmentation and pacing logic are mathematically aligned with recovery targets.

• High-Stakes Stakeholder Management: Translate complex operational data into executive-ready "Intelligence Briefs" for the Site Director and Global Heads to guide resource allocation.

• Team Leadership & Development: Mentor a technical team of Real-Time Analysts and Performance Specialists, fostering skills in SQL, data visualization, and predictive modeling.

• Cross-Functional Optimization: Partner with CCR Analytics and Product teams to identify structural performance gaps and implement cross-guild optimization projects.

What You'll Need

• Analytical Mastery: 7 - 10 years in WFM/Analytics with advanced SQL and BI tool expertise (Looker, Snowflake).

• Leadership: Proven experience managing cross-functional technical teams in a high-pressure environment.

• Strategic Thinking: Ability to align complex workforce data with bottom-line business outcomes.

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.