Senior Resource Analyst (CS Operations)

TL;DR

Senior Resource Analyst (CS Operations): Driving the delivery of service levels and productivity targets for customer support operations with an accent on comprehensive forecast modelling, resource allocation, and data-driven recommendations. Focus on leading initiatives for process improvements, optimisation opportunities, and supporting the implementation of new tools and market launches.

Location: Hybrid in Kaunas or Vilnius, Lithuania (2 days in office recommended, not enforced)

Salary: €2,767–€3,742 gross per month

Company

hirify.global is Europe’s leading platform for second-hand fashion, connecting millions of members across 20+ markets, with headquarters in Vilnius and offices across Europe.

What you will do

• Conduct forecast modelling based on historical data, trends, and company strategy to identify workforce needs.
• Run "what-if" scenarios for staffing to make informed decisions and proactively address potential gaps.
• Generate, create, and maintain accurate data and reporting to inform leadership on resource planning and optimisation.
• Analyse data to identify reasons for under/over performance and recommend actionable insights.
• Collaborate with cross-functional teams to produce, communicate, and implement action plans.
• Lead and participate in cross-functional projects, including expansion plans, tool improvements, and new metric implementation.

Requirements

• Previous experience in resource planning, workforce management, or business data analytics (2-5 years).
• Proficient in Excel/Google Sheets and other BI tools to manipulate and analyse data.
• Exceptional English language proficiency, both written and spoken.
• Proactive and self-motivated, with a strong desire to take initiative and introduce improvements in processes.
• Strong critical thinking, fast decision-making, and problem-solving skills.
• Experience in collaborating on or leading cross-functional projects.

Culture & Benefits

• Opportunity to benefit from our share options programme.
• 25 working days of holiday.
• Home office support: IT workstation equipment and a personal budget of up to €540 for home workplace furniture.
• Private health insurance, plus digital mental and emotional health support.
• A personal monthly budget for shopping on hirify.global.
• Opportunity to spend up to 90 days per year on workation (21 of which outside the EU).
• An annual learning budget for professional growth.
• Dog-friendly office and frequent team-building events.