Senior Data Analyst, WFM

We are looking for a specialist who will be responsible for configuring ticket distribution logic, managing queues inside our CRM, and adjusting FTE requirements based on queue changes. This role combines WFM and data analytics. 

What you will be doing

Queue Management and Routing Rules

• 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.

Service Performance Analytics and Monitoring

• 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.

FTE Requirement Planning

• 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.

Workload Forecasting

• 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.

Data Work

• 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.

What you will need

Mandatory

• 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).

Job 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 ma