Tabby

Senior Data Analyst, WFM

Tabby

full-time

Posted on:

Location Type: Remote

Location: Serbia

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Job Level

Senior

Tech Stack

SQLTableau

About the role

  • Configure internal queues in the CRM for distributing tickets to agents.
  • Analyze and optimize prioritization logic, SLA paths, and fallback routing.
  • Support special scenarios: escalations, VIP cases, language queues, shift-based routing.
  • Perform regular audits of rule correctness and their impact on SLA and workload.
  • Monitor key metrics: SLA, AHT, backlog, occupancy, shrinkage.
  • Detect anomalies in data and investigate root causes of deviations.
  • Analyze the impact of queue and process changes on service metrics.
  • Prepare regular performance analytics and reports for management.
  • Calculate required agent headcount based on forecasts and SLA.
  • Model “what-if” scenarios: marketing activities, SLA changes, new processes or products.
  • Evaluate schedule effectiveness and recommend optimal resource allocation.
  • Build time series forecasts for incoming tickets, chats, and calls.
  • Identify seasonal patterns, spikes, and holiday effects.
  • Prepare short-term and long-term forecasts (interval, weekly, monthly horizons).
  • Update forecasts considering product changes, marketing activity, and process updates.
  • Write SQL queries to retrieve data from the analytics database.
  • Collect data from multiple sources (CRM, BI systems, queue logs).
  • Prepare and clean datasets for forecasting models.

Requirements

  • Experience in one of the following areas:
  • - Workforce Management (preferably General / Backoffice Support),
  • - routing/queue management in a contact center (routing specialist, queue admin),
  • - time series analytics or ML model development.
  • Understanding of **queueing theory** principles: prioritization, waiting time, throughput, SLA, workload balancing.
  • Confident SQL skills (joins, window functions, aggregations).
  • Experience analyzing operational metrics: SLA, AHT, abandon rate, occupancy.
  • Understanding of backlog servicing (non-real-time), multi-skill routing, and blended workloads.
  • Experience analyzing anomalies: data quality control, SLA trail validation, workload spikes.
  • **Preferred**
  • Experience configuring queues or task distribution in any CRM/Contact Center system: Zendesk, Genesys, Avaya, NICE, or internal tools.
  • Experience building ARIMA/Prophet/LSTM or regression-based ML models.
  • Experience working in fintech/e-commerce/support environments with high ticket volumes.
  • Experience using BI systems (Tableau, PowerBI, Looker, or similar).
Benefits
  • **Relocation and Employment**
  • **We offer remote work from anywhere in the world (our schedule is based on Dubai time though) and are happy to work out an individual relocation plan for you.**Our employees have the opportunity to choose a country for registration: at the moment those are Armenia, Georgia, Serbia, Portugal, Spain.
  • ****What you can expect**
  • - We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
  • - A working environment that gives you autonomy and responsibility from day one.
  • - You should be comfortable with the idea that the quality of your work will influence the shape of your career.
  • - Participation in the company’s employee stock options program.
  • We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow, and meet their goals (whatever they may be).
  • **If this sounds exciting to you, we’d love to hear from you!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLtime series analyticsML model developmentdata quality controlforecasting modelsanomaly detectionqueueing theoryoperational metrics analysistask distribution configurationperformance analytics