Senior Operational Intelligence Lead (Workforce Management)

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

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.