About the role

Senior Data Analyst at Tabby shaping ticket distribution logic with data analytics. Utilizing SQL for operational metrics and queue management in the growing FinTech industry.

Responsibilities

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.

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).

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.
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.
Participation in the company’s employee stock options program.