Data Analyst (Customer Service)

Remote work is possible from +4 GMT and to +10 GMT

We are looking for a Data Analyst to join our Customer Service analytics team and take ownership of load and queue management in operations. This role sits at the intersection of analytics and operations: from staffing planning and queue analysis to implementing data-driven processes that help smooth demand peaks and improve customer response times. You will work closely with Product, Operations, and an existing Data Analyst to build solutions from scratch in a fast-growing support environment.

• Build and maintain forecasting models for chat volumes, AHT, and required staffing.
• Develop and optimize agent timetables to reduce idle time and minimize queue wait times.
• Digitalize and automate the current timetable design into a machine-readable and scalable format.
• Support implementation of new staffing strategies (Assist teams, part-time agents, overtime mechanisms).
• Build...