TALA

Shared Services Specialist (Workforce Management)

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The Shared Services Specialist (Workforce Management) plays a critical role in managing live operations across multichannel support environments (voice, chat, and email). This role is responsible for monitoring agent activities, queues, and service levels in real time to ensure optimal staffing, adherence, and performance across all channels.

LATAM Head of Recoveries and Support

<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About Tala</h3>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!<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">About the Role</h3>The Shared Services Specialist (Workforce Management) plays a critical role in managing live operations across multichannel support environments (voice, chat, and email). This role is responsible for monitoring agent activities, queues, and service levels in real time to ensure optimal staffing, adherence, and performance across all channels.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What You'll Do</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Workforce Management</li></ul><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Monitor real-time performance metrics, including agent adherence, occupancy, queue volume, and SLA targets across Recoveries and Customer Care Functions</li><li class="leading-relaxed">Proactively identify risks to service levels (e.g., understaffing, high call/chat volumes) and implement real-time schedule adjustments or escalations.</li><li class="leading-relaxed">Communicate with Team Leads and Supervisors to reallocate resources and manage coverage gaps.</li><li class="leading-relaxed">Track and log non-adherence events, offline activities, and exceptions (e.g., breaks, training, system issues).</li><li class="leading-relaxed">Collaborate with WFM Planning and Scheduling teams to ensure consistency between forecasts and intraday performance.</li><li class="leading-relaxed">Ensure accurate status codes are used in all WFM systems and assist with cleanup or corrections if needed.</li><li class="leading-relaxed">Provide hourly or end-of-day reporting to Operations on key KPIs and service-level performance by channel.</li><li class="leading-relaxed">Support shift start check-ins, flagging potential risks or deviations early in the day.</li><li class="leading-relaxed">Act as the first point of contact for live operations escalations related to agent availability, queue status, or system issues.</li></ul><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Vendor Management Support</li></ul><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Assist on account endorsement processing for third party service providers</li><li class="leading-relaxed">Regular and monthly update on vendor performance and reporting</li></ul><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Dialer & Reports</li></ul><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Automation and optimization of reports, insights and data collection</li><li class="leading-relaxed">Support the Recoveries Team on long range planning projects and ad hoc requests</li><li class="leading-relaxed">Manage the Recoveries Dialer specifications, functionalities, operations and reports</li><li class="leading-relaxed">Regular update on dialer reporting and call segmentation</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">What You'll Bring</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Minimum of 1 year in a contact center environment, preferably in real-time analyst or WFM roles</li><li class="leading-relaxed">Familiarity with WFM tools (e.g., Five9, NICE IEX, Genesys, Verint, or equivalent) and real-time dashboards.</li><li class="leading-relaxed">Strong understanding of call center KPIs, especially for multichannel operations (ASA, AHT, concurrency, backlog management).</li><li class="leading-relaxed">Excellent problem-solving and decision-making skills in high-pressure environments.</li><li class="leading-relaxed">Proficient in Excel or Google Sheets; experience with reporting tools (e.g., Snowflake, Looker) is a plus.</li><li class="leading-relaxed">Excellent communication skills to coordinate with various internal stakeholders in real time.</li><li class="leading-relaxed">Ability to work flexible shifts, including weekends or holidays, as required by operational needs.</li><li class="leading-relaxed">Familiarity and exposure to Microsoft Office and Google Suite</li><li class="leading-relaxed">Working knowledge of the Dialer Admin and Reporting tools</li></ul>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.

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- This assessment gives us an idea of your C++ skills - Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc. - 10 Multiple Choice questions - Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! 📋 &nbsp;- This assessment gives us an idea of your problem solving skills using DSA - Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc. - 10 Multiple Choice questions - Average time to complete: 7 to 10 minutes

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Siemens Mobility is seeking a skilled Software Developer to design, develop, and maintain robust applications using Java, Spring, Hibernate, Angular, TypeScript, and relational databases like Oracle DB. The role involves working with CICD principles and GitLab, focusing on clean, maintainable code for both client-side and server-side architecture. This individual contributor position in Pune offers an exciting career path within a vibrant, cross-location team, contributing to the future of IT for Siemens Mobility.

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<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Job ID</h4>474461<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Organization</h4>Mobility<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Job Family</h4>Information Technology<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Experience Level</h4>Mid-level Professional<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Full Time / Part Time</h4>Full-time<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Contract Type</h4>Permanent---Hello Visionary!We empower our people to stay resilient and relevant in a constantly evolving world. We’re looking for people who are always searching for creative ways to grow and learn. People who want to make a real impact, now and in the future. Does that sound like you? Then it seems like you’d make an excellent addition to our vibrant team. Siemens Mobility is an independent handled company of Siemens AG. Its core business includes rail vehicles, rail automation and electrification solutions, turnkey systems, intelligent road traffic technology and related services. The Information Technology (IT) department has the global responsibility for the internal IT of Siemens Mobility. Its goal is to provide a robust and efficient IT landscape derived from business and market demands. Your personality and individuality make the difference. In our team, we increase business performance and point the way into the digital age. Is that exactly your thing? Then live your passion in a cross-location team in which you can actively craft the future of our company. You open up new possibilities for our customers with your competence. Connected with this is an exciting career path that leads you to ever new projects and solutions in the field of IT for Siemens Mobility.You’ll make a difference by:We're seeking a skilled Software Developer to join our diverse team. You'll play a key part in designing, developing, and maintaining robust applications demonstrating a modern technology stack. The ideal candidate possesses a strong grasp of Java, Spring, Hibernate, Angular, TypeScript, relational Database like Oracle DB as well as familiarity with CICD principles and GitLab.Development:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Design and develop scalable web applications with a focus on clean, maintainable code.</li><li class="leading-relaxed">Develop new competitive functionalities and support the existing software solutions.</li><li class="leading-relaxed">Design client-side and server-side architecture.</li><li class="leading-relaxed">Implement elegant front-end user interfaces using Angular and TypeScript.</li><li class="leading-relaxed">Integrate back-end systems using Java, Spring, and Hibernate.</li><li class="leading-relaxed">Design and interact with relational databases (SQL, PostgreSQL).</li><li class="leading-relaxed">Familiarity with the Linux Operating system.</li><li class="leading-relaxed">Experience with Generative AI technologies (LLMs, Prompt Engineering, AI APIs)</li><li class="leading-relaxed">Hands-on experience integrating AI capabilities into applications.</li></ul>Collaboration:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Work closely with other developers, product managers, and designers in an Agile environment.</li><li class="leading-relaxed">Proactively participate in code reviews.</li><li class="leading-relaxed">Provide mentorship and knowledge sharing within the team.</li></ul>Continuous Integration/Continuous Deployment (CICD):<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Use GitLab for effective version control, issue tracking, and CICD pipelines.</li><li class="leading-relaxed">Build and maintain CICD pipelines to automate testing, deployment, and monitoring processes.</li></ul>You’ll win us over by:Technical Expertise:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Experience: 4 to 8 years</li><li class="leading-relaxed">Bachelor’s degree in computer science or a related technical field, or equivalent experience.</li><li class="leading-relaxed">Excellent Java knowledge with significant experience in Java programming.</li><li class="leading-relaxed">Excellent analytical skills and an understanding of data structures and algorithms.</li><li class="leading-relaxed">Experience with object-oriented software design and design patterns.</li><li class="leading-relaxed">Strong proficiency in Spring framework (Spring MVC) and Hibernate ORM.</li><li class="leading-relaxed">Proficient in Angular and TypeScript, with experience building responsive front ends.</li><li class="leading-relaxed">Working knowledge of RESTful API design and development</li><li class="leading-relaxed">Working knowledge of SQL, PostgreSQL or other relational databases.</li><li class="leading-relaxed">Proven understanding of CICD practices and experience with GitLab.</li><li class="leading-relaxed">Understanding of Generative AI concepts and applications</li><li class="leading-relaxed">Experience with data preprocessing and feature engineering</li><li class="leading-relaxed">Ability to work independently or with a team in a multifaceted environment.</li></ul>General Qualities:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Excellent problem-solving and analytical skills.</li><li class="leading-relaxed">Strong attention to detail.</li><li class="leading-relaxed">Passion for staying up to date with the latest web development technologies.</li></ul>Preferred Qualifications<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Experience with automated testing frameworks (e.g., JUnit, Selenium).</li><li class="leading-relaxed">Familiarity with agile methodologies like Scrum or Kanban.</li></ul>Join us and be yourself!We value your outstanding identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and build a better tomorrow with us.Make your mark in our exciting world at Siemens.This role is an Individual contributor role. You might be required to visit other locations within India and outside. In return, you'll get the chance to work with teams impacting - and the shape of things to come. We're Siemens. A collection of over 379,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and creativity and help us shape tomorrow.Find out more about Siemens careers at: <a href="http://www.siemens.com/careers" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">www.siemens.com/careers</a>& more about mobility at <a href="https://new.siemens.com/global/en/products/mobility.html" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">https://new.siemens.com/global/en/products/mobility.html</a>

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

Let's assess your Data Structures! - This assessment gives us an idea of your problem solving skills using DSA- Companies that evaluate this skillset in interviews: MPL, LILA Games, GSN Games, etc.- 10 Multiple Choice questions

Data Structures and Algorithms

Let's assess your Programming Patterns! ????- This assessment gives us an idea of your code architecture skills- Companies that evaluate this skillset in interviews: Dirtcube, PTW, Playshifu, etc.

Programming Patterns

Let's assess your OOPs skills! ????- This assessment gives us an idea of your fundamental OOPS concepts and Solid principles skills- Companies that evaluate this skillset in interviews: Hitwicket, GSN Games, Tomo Club, etc.

Object Oriented Programming

Let's assess your Unity Skills ????- This assessment gives us an idea of your Unity fundamentals- Companies you can apply for after taking this assessment: Godspeed games, Salvation Games, nCore Games, etc.