Tala - Real Time Analyst
Requirements
• 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.
Responsibilities
• 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.
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