Dialer Expert Lead

About Tala

Tala is on a mission to unleash the economic power of the Global Majority – the 4 billion people overlooked by existing financial systems. With nearly half a billion dollars raised from equity and debt, we are serving millions of customers across three continents. Tala has been named by the Fortune Impact 20 list, CNBC’s Disruptor 50 five years in a row, CNBC’s World's Top Fintech Company, Forbes’ Fintech 50 list for eight years running, and Chief's The New Era of Leadership Award. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about our mission.

By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, over nine million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices 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!

With our business growing and the need for more efficient list dialing, loading and workforce management we find the need to have an expert source and talent, to improve and increase our Dialer capabilities with the current tool (Five9) or any other we can use in the future, leverage all the platform capabilities and drive a deep impact in the Recoveries strategy through sophisticated dialer strategies by bucket, enable blaster communications, maximize inbound communications and implement new features as click to call, call back, schedule a call, virtual agents, outbound VR etc, also to live monitor and adjust list loading and advocate states in five9, as responsible to accomplish the Dialer Metric.

What You’ll do?

• Daily list loading of collections buckets.
• Live monitoring of call flow and advocate behavior.
• Dialer KPIs and Metrics (Per bucket) 
• Penetration
• Intensity 
• Connect Rate
• Manage Telco provider. 
• Cost of our Telco services
• Disposition code managing.
• General Dialer Administration
• Station ID assignment
• Campaign maintenance
• Main PoC for the MX Dialer perspective and interactions with technical teams.
• Dialer oriented reports (performance, productivity) 

What You’ll Need

• +3 years managing or being part of a team in charge of the Dialer for a multi-site operations.
• Google Sheets knowledge.
• WFM knowledge.
• B2 English (conversational)  / C1 optimal if available. Most communications with stakeholders must be in english (BI team, fellow dialer admins around the world).
• Responsible and accountable for own actions and the effect they have with the operations and our customers.
• Experience with Five9 is a Plus.
• General knowledge of Dialers in market: Five9, Aspect, CC1, Mosaic, Hermes, Mitrol, Genesys.
• Capable of organizing own time while ensuring all daily key activities are completed as expected.
• Able to communicate effectively across all levels of understanding while delivering key needs or insights.

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.