Operations Manager (Call Center Operations) at Tala

About Tala At Tala, we’re applying advanced technology and human creativity to solve what legacy institutions can’t or won't. We are a global financial infrastructure company on a mission to unleash the economic power of the global majority, recognizing that today’s financial infrastructure doesn’t work for most of the world’s population. We’re the first and only platform to combine the intelligence of a credit bureau, the payments execution of a fintech, and the relationship expertise of a bank into one vertically integrated solution. Our platform is powered by an expansive moat of proprietary data and AI/ML decisioning technology, enabling us to deliver instant, reliable liquidity personalized to every customer's needs. Through our flagship credit app, we’ve disbursed over $7 billion in credit to more than 12 million customers across Latin America, Southeast Asia, and East Africa. These customers have leveraged Tala products to start and expand small businesses, manage day-to-day needs, and pursue their financial goals. 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 Operations Manager is responsible for overseeing the end-to-end CX and payment support operations, including frontline teams, QA, Training, Workforce Management, and Dialer Administration. This leader ensures operational excellence, strong repayment performance, high-quality customer interactions, and full compliance across all touchpoints. The role requires a balance of team management, hands-on operational execution, and the ability to collaborate cross-functionally with Product, Engineering, Risk, Compliance, Data, and external partners. What You'll Do • CX & Payment support Operations Leadership • Lead the Customer Service Advocates and payment support teams to meet performance and service targets. • Oversee day-to-day operations across all channels (chat, email, voice, in-app, social…). • Manage escalations, case resolution, and end-to-end customer and borrower experience. • Drive operational KPIs: FRT, Resolution Time, CSAT, RPC, PTP, Recovery, Connect Rate and ensure team to achieve monthly targets. • Quality Assurance (QA) Management • Do the QA evaluation for the team and ensure timely coaching and corrective action plans, lead the QA team (if any) responsible for evaluating CS and payment support interactions. • Maintain and update QA rubrics, scorecards, and calibration among teams. • Monitor quality trends and collaborate with TLs/trainers to address skill or compliance gaps. • Training & Knowledge Management • Oversee new hire onboarding, nesting, and continuous learning programs. • Deliver effective training on product, systems, scripts, soft skills, compliance. • Maintain and update SOPs, knowledge bases, macros, LCM content, and process documentation. • Track training effectiveness and improve materials based on QA findings and performance gaps. • Dialer Administration & Contact Strategy Oversight • Manage dialer activities where needed. • Ensure optimal setup and management of outbound dialing campaigns (predictive, power, manual). • Monitor real-time dialing performance (connect rates, RPC, agent occupancy). • Ensure compliance with call time windows, frequency limits, consent, and opt-out rules. • Collaborate with telco partners to ensure stable outbound capacity. • Workforce Management (WFM) & Capacity Planning • Arrange schedules for both CS and payment support. • Monitor attendance, productivity, and capacity gaps. • Adjust workforce plans based on volume spikes, outages, or campaign changes, recruit agents when needed. • Optimize agent allocation across queues, channels, and DPD buckets. • Reporting, Analytics & Performance Tracking • Review daily/weekly dashboards and operational reports (FRT, AHT, RPC, PTP, QA, Recovery, ticket volume). • Provide insights and recommendations to leadership on performance trends and issues. • Partner with data/reporting teams to ensure accuracy, consistency, and visibility of KPIs. • Conduct root-cause analyses for service or performance failures. • Compliance & Governance • Ensure all customer and payment support interactions comply with legal and regulatory requirements. • Enforce call/SMS frequency limits, approved scripts, tone guidelines, and bank/regulator expectations. What You'll Need • At least a college degree • 5+ years of experience in customer experience, payment support, or Contact Center Operations. • Proven experience leading teams of supervisors and Dialer/WFM/QA/Trainer. • Experience in fintech, banking, BPO leadership, or high-volume operational environments preferred. • Team management and coaching abilities. • Results-oriented. • Excellent communication and problem-solving skills • High compliance awareness and attention to detail. • Deep understanding of CX and payment support KPIs and operational workflows. • Ability to work in fast-paced, scaling environments. 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.