Senior Data Analyst, WFM

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 20 million users choose Tabby to stay in control of their spending and make the most out of their money.

Department: CX Analytics

Location: Remote/Armenia

About the Role

We are looking for a specialist who will be responsible for configuring ticket distribution logic, managing queues inside our CRM, and adjusting FTE requirements based on queue changes. This role combines WFM and data analytics.

What you will be doing

Queue Management and Routing Rules

• 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...