Tala - Senior Shared Services Lead (Workforce Management)

Team Leadership & Management

• Lead, mentor, and develop a team of Shared Services specialists, from junior to senior levels.
• Ensure high-quality service delivery, operational coverage, and fulfillment of projects and initiatives.
• Drive a culture of accountability, continuous improvement, and operational discipline.
• Conduct weekly team updates, coaching sessions, and performance evaluations.
• Translate workforce data into executive-ready insights and recommendations that guide operational and strategic business decisions.
  
  

Workforce Management & Planning

• Lead real-time operational command across Customer Care and Recoveries, proactively identifying risks to service levels and implementing corrective staffing actions to maintain service levels and staffing adherence.
• Lead capacity planning and long-range workforce forecasting to align staffing strategies with business growth, seasonality, and operational demand.
• Deliver monthly and ad hoc schedules aligned with business demand and strategic objectives.
• Manage intraday reporting for staffing, phone occupancy, dialer performance, and adherence to forecast.
• Conduct scenario modeling and what-if analysis to evaluate the staffing impact of changes in volume, productivity, or operational strategy.
• Optimize real-time monitoring that maintains target service levels, occupancy, and productivity across Customer Care and Recoveries operations.
• Identify opportunities to automate workforce reporting, scheduling processes, and operational dashboards to improve efficiency and reduce manual effort.
  
  

Dialer & Reporting

• Manage and optimize dialer platforms like Five9, Amazon Connect (AWS), or other similar systems.
• Oversee dialer operations, configuration, call segmentation, and reporting for both Customer Care and Recoveries.
• Lead automation and optimization of reports, dashboards, and insights to support business decision-making.
• Track risk events and coordinate with stakeholders to ensure timely resolution.
  
  

Vendor & Partner Management

• Monitor, report, and analyze vendor performance across daily, weekly, and monthly metrics.
• Serve as a key point of contact for external CCR partners to ensure timely support and seamless operations.
  
  

Manual Adjustments & Operational Compliance

• Ensure manual adjustments are processed accurately and in compliance with established policies.
• Collaborate with CCR and cross-functional teams to resolve exceptions and escalate issues as needed.

• 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.