Senior Operational Intelligence Lead (Workforce Management)

Tala • Professional Services • Legal Services • SQL • Looker • 6 months ago
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≈ $19k – $44k per year (Estimated)
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Remote/Hybrid (Philippines)
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Tala

Texans Against Lawsuit Abuse (TALA) is a non-profit, statewide grassroots coalition dedicated to educating the public about the cost and consequences of lawsuit abuse, challenging those who abuse our legal system, and returning common sense and fairness to our courts.
tala.com • Professional Services • Legal Services

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.

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