Data Analyst (Customer Support)

TL;DR

Data Analyst (Customer Support): Develop and maintain forecasting models, optimize staffing schedules, and build queue-management analytics to improve customer support operations with an accent on load and queue management, staffing planning, and data-driven process implementation. Focus on designing scalable analytical solutions, real-time performance monitoring, and collaboration with Product and Operations teams.

Location: Manila, Philippines with remote work possible from +4 GMT to +10 GMT

Company

hirify.global is a licensed neobank focused on modern banking services for millions in the Philippines, backed by major investors and aiming to expand globally with AI-driven fintech solutions.

What you will do

• Build and maintain forecasting models for chat volumes, AHT, and staffing needs.
• Develop and optimize agent timetables to reduce idle time and queue wait times.
• Translate operational constraints into quantitative scheduling logic and automate timetable design.
• Support new staffing strategies including part-time agents and overtime mechanisms.
• Build queue-management analytics and monitor real-time and historical performance.
• Develop alerting tools for volume spikes and conduct postmortems on workload deviations.

Requirements

• Strong analytical skills with experience in data modeling, forecasting, and operational metrics.
• Proficiency in SQL and Python.
• Good understanding of customer service operations (chats, AHT, SLA, concurrency).
• Remote work requires availability from +4 GMT to +10 GMT.
• Strong communication skills in English and ability to collaborate with cross-functional teams.

Nice to have

• Experience with workforce planning, staff scheduling, or queue analysis.

Culture & Benefits

• Passionate international team and merit-based growth.
• Remote and hybrid work options with new office in Manila.
• Relocation support for eligible candidates.
• Medical insurance and wellness benefits.
• Events and activities both online and in person.