Senior Data Analyst, WFM - Remote

Overview

The Senior Data Analyst, WFM role involves configuring ticket distribution logic, managing queues inside our CRM, and adjusting FTE requirements based on queue changes, combining Workforce Management and data analytics.

In Short

• Manage CRM ticket distribution and queue logic.
• Analyze and optimize service performance metrics.
• Plan FTE requirements based on forecasts.
• Build time series forecasts for incoming tickets.
• Write SQL queries for data retrieval and analysis.
• Monitor and report on key operational metrics.
• Support special scenarios and escalations.
• Perform regular audits of queue rules.
• Prepare datasets for forecasting models.
• Collaborate with teams to improve service delivery.

Requirements

• Experience in Workforce Management or queue management.
• Understanding of queueing theory principles.
• Confident SQL skills for data analysis.
• Experience analyzing operational metrics.
• Understanding of backlog servicing and workload balancing.
• Experience in data quality control and SLA validation.
• Preferred experience with CRM systems and BI tools.

Benefits

• Remote work flexibility from anywhere.
• Flexible working hours based on individual needs.
• Autonomy and responsibility from day one.
• Participation in employee stock options program.
• Supportive and inclusive work environment.