Real-Time Operational Intelligence Lead (Control Tower)

Tala Financing Philippines, Inc.; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Tala Financing Philippines, Inc. is seeking a Senior Operational Intelligence Lead to transform workforce management into a unified real-time Control Tower.

The role focuses on centralized staffing decisions, campaign pacing, and channel prioritization for global markets. You will drive data-driven decisioning across Customer Care and Recoveries, building automated dashboards with Looker and Snowflake, and mentoring a team of analysts to deliver predictive insights for resource allocation.

Qualifications

• 7–10 years in WFM/Analytics with advanced SQL and BI tool expertise (Looker, Snowflake).
• Leadership experience managing cross-functional technical teams in a high-pressure environment.
• Strategic thinking: align complex workforce data with business outcomes.

Responsibilities

• Intelligence Strategy: Design and implement a real-time Control Tower model centralizing staffing, pacing, and channel priority across markets.
• Advanced Analytics & BI: Oversee automated Looker/Snowflake dashboards, eliminating manual data handling.
• Strategic Dialer Oversight: Direct dialer optimization (Five9/Amazon Connect) to align lead segmentation with recovery targets.
• High-Stakes Stakeholder Management: Translate operational data into executive-ready Briefs for Site Director and Global Heads.
• Team Leadership & Development: Mentor Real-Time Analysts and Performance Specialists in SQL, data visualization, and predictive modeling.
• Cross-Functional Optimization: Partner with CCR Analytics and Product teams to close performance gaps.

Skills

SQL

Looker

Snowflake

WFM Analytics

Tools

Five9

Amazon Connect

Job description

Tala Financing Philippines, Inc. is seeking a Senior Operational Intelligence Lead to transform workforce management into a unified real-time Control Tower.

The role focuses on centralized staffing decisions, campaign pacing, and channel prioritization for global markets. You will drive data-driven decisioning across Customer Care and Recoveries, building automated dashboards with Looker and Snowflake, and mentoring a team of analysts to deliver predictive insights for resource allocation.