Дата аналитик

Tabby provides financial services that allow users to shop, earn, and save by splitting payments online and in-store without interest or fees. The company serves over 20 million users and partners with more than 40,000 global brands to facilitate flexible payment solutions. As a major fintech entity in the GCC region, the organization focuses on accelerating growth for businesses through scalable transaction processing and financial management tools.

• Configure internal CRM queues for ticket distribution to agents;
• Analyze and optimize prioritization logic, SLA paths, and fallback routing;
• Support special scenarios including escalations, VIP cases, language queues, and shift-based routing;
• Perform regular audits of routing rules and their impact on SLA and workload;
• Monitor key metrics such as SLA, AHT, backlog, occupancy, and shrinkage;
• Detect data anomalies 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 for marketing activities, SLA changes, and new processes;
• 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 across various time horizons;
• Update forecasts based on product changes and process updates;
• Write SQL queries to retrieve data from the analytics database;
• Collect and clean data from multiple sources including CRM, BI systems, and queue logs.

• Experience in Workforce Management, contact center routing/queue management, or time series analytics/ML model development;
• Understanding of queueing theory principles including prioritization, waiting time, throughput, SLA, and workload balancing;
• Confident SQL skills including joins, window functions, and aggregations;
• Experience analyzing operational metrics like SLA, AHT, abandon rate, and occupancy;
• Understanding of backlog servicing, multi-skill routing, and blended workloads;
• Experience analyzing anomalies such as data quality control, SLA trail validation, and workload spikes;
• Nice to have: Experience configuring queues in CRM/Contact Center systems (Zendesk, Genesys, Avaya, NICE), experience building ML models (ARIMA, Prophet, LSTM, regression), experience in fintech/e-commerce/support environments, experience with BI systems (Tableau, PowerBI, Looker).

• Participation in the company’s employee stock options program;
• Flexible working hours;
• Office role with relocation support;
• Opportunity to choose a country for registration among Armenia, Georgia, Serbia, Portugal, or Spain.