Real Time Analyst

Cacheflow; Philippines; On-site; PHP 400,000 - 550,000; Full time

Job summary

Tala is seeking a Real Time Analyst to act as the real-time control layer of its operations. You will trigger immediate campaign and staffing shifts to protect connect rates and recovery targets, moving beyond passive monitoring.

With 2+ years in contact center ops, you’ll work with Tech/Product to resolve bottlenecks, optimize agent productivity acrossVoice, WhatsApp, and Live Chat, and deliver hourly performance insights. Remote-first with Manila as a hub, global collaboration is key.

Qualifications

• 2+ years in contact center operations with a high sense of urgency.
• Proficiency in real-time monitoring tools and basic SQL for ad-hoc data analysis.
• Proactive and autonomous decision maker under operational pressure.

Responsibilities

• Intraday command: adjust campaigns and staffing based on live signals.
• Agile issue resolution: identify and resolve system bottlenecks with Tech/Product teams to minimize downtime.
• Productivity optimization: monitor agent occupancy and idle time; re-skill agents across channels.
• Live performance reporting: provide hourly flash reports with actionable recommendations.
• Policy enforcement: ensure real-time adherence to schedules and protocols; flag deviations for coaching.
• Data validation: audit real-time tracking tools against system logs for data integrity.

Skills

Operational Mindset

Tech literacy

Decision Making

Tools

SQL

Real-time monitoring tools

Job description

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 Real Time Analyst will act as the real-time control layer of operations. This role holds the authority to trigger immediate campaign shifts and staffing adjustments to protect connect rates and recovery targets, moving beyond passive monitoring and basic reporting.

What You'll Do

• Intraday Command: Execute real-time campaign adjustments and staffing re-allocations based on live performance signals to maintain service levels within a variance.

• Agile Issue Resolution: Identify and resolve system-related bottlenecks or outages by working directly with Tech/Product teams, ensuring minimal downtime for the floor.

• Productivity Optimization: Monitor and manage agent occupancy and idle time, proactively re-skilling agents across channels (Voice, WhatsApp, Viber, Live Chat) based on demand.

• Live Performance Reporting: Provide hourly "flash reports" to operational leads with actionable recommendations for the next hour’s strategy.

• Policy Enforcement: Ensure real-time adherence to schedules and operational protocols, flagging critical deviations to Team Leads for immediate coaching.

• Data Validation: Regularly audit real-time tracking tools against actual system logs to ensure data integrity in the operational control layer.

What You'll Need

• Operational Mindset: 2+ years in contact center operations with a high sense of urgency.

• Technical Literacy: Proficiency in real-time monitoring tools and basic SQL for ad-hoc data analysis.

• Decision Making: Proactive and with high degree of autonomy to act independently under operational pressure.

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.