Tabby
Senior Data Analyst – Workforce Management
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 22/04/2026
Job overview
Date posted
08/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
22/04/2026
Job description
The Senior Data Analyst – WFM role at Tabby combines workforce management, data analytics, and operational performance monitoring to optimize customer support service delivery. The specialist will configure ticket distribution logic, manage queues inside the CRM, and adjust FTE requirements based on queue changes. Responsibilities include monitoring SLA, AHT, backlog, occupancy, and shrinkage, detecting anomalies, analyzing the impact of queue and process changes, and preparing performance analytics and management reports. The role requires building time series forecasts for tickets, chats, and calls, modeling what-if scenarios, and calculating optimal staffing needs. Additionally, the position involves writing SQL queries to retrieve, collect, and clean data from multiple sources, including CRM and BI systems, to support analytics and predictive modeling. The analyst will apply principles of queueing theory, multi-skill routing, blended workloads, and backlog servicing, ensuring operational efficiency and compliance with service-level objectives in a high-volume fintech and e-commerce environment.
Required skills
Key responsibilities
- Configure internal queues in the CRM to distribute tickets to agents according to prioritization, SLA paths, and fallback routing.
- Analyze and optimize routing logic to support special scenarios including escalations, VIP cases, language-specific queues, and shift-based routing.
- Perform regular audits on queue rules to ensure accuracy and assess their impact on SLA compliance and workload distribution.
- Monitor service performance metrics including SLA, AHT, backlog, occupancy, and shrinkage, and investigate anomalies or deviations.
- Prepare detailed performance analytics and management reports highlighting trends, efficiency, and areas for improvement.
- Build time series forecasts for incoming tickets, chats, and calls, accounting for seasonal patterns, spikes, and marketing or product changes.
- Calculate required agent headcount based on forecasts and SLA requirements, modeling various scenarios to recommend optimal resource allocation.
- Collect, clean, and prepare datasets from multiple sources including CRM, BI systems, and queue logs to support analytics, forecasting, and ML models.
Experience & skills
- Experience in workforce management, queue management, or time series analytics/ML model development.
- Strong SQL skills with the ability to write joins, window functions, and aggregations for data retrieval and analysis.
- Understanding of queueing theory principles including prioritization, waiting time, throughput, SLA compliance, and workload balancing.
- Experience analyzing operational metrics such as SLA, AHT, abandon rate, and occupancy.
- Knowledge of backlog servicing, multi-skill routing, and blended workload management.
- Ability to detect and analyze anomalies, perform data quality control, and validate SLA trails.
- Preferred experience configuring queues or task distribution in CRM/Contact Center systems such as Zendesk, Genesys, Avaya, NICE, or internal tools.
- Preferred experience building ARIMA, Prophet, LSTM, or regression-based ML models.
- Preferred experience using BI systems such as Tableau, PowerBI, or Looker.
- Familiarity with fintech, e-commerce, or high-volume support environments.