Senior Data Analyst transforming Sun Life insurance and financial - services data into actionable marketing insights. Building SQL, Python, AWS, Adobe Analytics, reporting, and dashboard solutions.
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.
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.
- 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.
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