Overview
About the Role
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 and workload.
Service Performance Analytics and Monitoring
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.
FTE Requirement Planning
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.
Workload Forecasting
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.
Data Work
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.
Job Details
Skills & Tags
Requirements
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).
Job Benefits
Relocation and Employment
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.
Our employees have the opportunity to choose a country for registration: at the moment those are Armenia, Georgia, Serbia, Portugal, Spain.