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Tala

Posted 17 days ago

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Real Time Analyst

PHHybridFull-time

AI Summary

The Real Time Analyst operates as the real-time control layer of operations, executing intraday campaign and staffing adjustments, resolving system bottlenecks, optimizing agent productivity, and providing live performance reports to protect connect rates and recovery targets.

About this role

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.

    • Skills

    Contact Center PlatformsOperational DashboardsReal-time Monitoring ToolsSQL

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