Senior Data Analyst WFM

Tabby; Riyadh; Hybrid; SAR 200,000 - 300,000; Full time

Job summary

A leading fintech company based in Saudi Arabia is seeking a Workforce Management Specialist to optimize ticket distribution, monitor service metrics, and conduct data analysis. This role requires strong skills in SQL and an understanding of queueing principles. The company offers flexible working hours, an inclusive environment, and stock options participation. Ideal candidates will have experience with CRM tools and operational metrics analysis. Remote work options are available with an individual relocation plan.

Benefits

Flexible working hours

Employee stock options program

Remote work options

Qualifications

• Experience in workforce management or routing/queue management.
• Confident SQL skills including joins and aggregations.
• Understanding of queueing theory principles.

Responsibilities

• Configure internal queues for ticket distribution.
• Monitor key metrics and prepare performance reports.
• Build time series forecasts for incoming tickets.

Skills

Workforce Management

Routing/Queue Management

Time Series Analytics

SQL Skills

Operational Metrics Analysis

Tools

Zendesk

Genesys

Tableau

PowerBI

Job description

Overview

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.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby generates over $14 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.

Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and now has an implied valuation of $4.5 billion.

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 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.

What you will need

Mandatory

• 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.

What you can expect

• 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.
• You should be comfortable with the idea that the quality of your work will influence the shape of your career.
• Participation in the company’s employee stock options program.

We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow, and meet their goals (whatever they may be).

If this sounds exciting to you, we’d love to hear from you!

About Tabby

Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.

Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.