Tabby | تابي · 10 hours ago
Senior Data Analyst, WFM
United States
Full-time
Remote
Senior LevelTabby is a FinTech company that creates financial freedom in the way people shop, earn, and save. They are seeking a Senior Data Analyst specializing in Workforce Management and data analytics to configure ticket distribution logic, manage queues, and analyze service performance metrics.
Artificial Intelligence (AI)BillingFinanceFinancial ServicesFinTechPayments
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
Qualification
Required
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
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.
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.
Participation in the company’s employee stock options program.
Company
Tabby | تابي
Tabby is a financial technology company that helps millions of people in the Middle East to stay in control of their spending and make the most out of their money.
Founded in 2019
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$1.85BKey Investors
Hassana Investment Company (HIC)JP MorganWellington Management
2025-10-27Secondary Market
2025-02-12Series E· $160M
2023-12-21Series D· $50M
Leadership Team
Daniil Barkalov
Co-founder and COO
Recent News
2026-01-16
2025-12-30
2025-12-28
Company data provided by crunchbase