Workforce Management Specialist (Fintech)

TL;DR

Workforce Management Specialist (Fintech): Configuring ticket distribution logic, managing queues inside the CRM, and adjusting FTE requirements based on queue changes with an accent on WFM and data analytics. Focus on building time series forecasts for incoming tickets, chats, and calls, as well as identifying seasonal patterns and holiday effects.

Location: Remote/Spain. Remote work from anywhere in the world, schedule is based on Dubai time. Opportunity to choose a country for registration: Armenia, Georgia, Serbia, Portugal, Spain.

Company

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

What you will do

• Configure internal queues in the CRM for distributing tickets to agents.
• Analyze and optimize prioritization logic, SLA paths, and fallback routing.
• Monitor key metrics: SLA, AHT, backlog, occupancy, shrinkage.
• Calculate required agent headcount based on forecasts and SLA.
• Build time series forecasts for incoming tickets, chats, and calls.
• Write SQL queries to retrieve data from the analytics database.

Requirements

• Experience in one of the following areas: Workforce Management, routing/queue management in a contact center, or time series analytics/ML model development.
• Understanding of queueing theory principles.
• Confident SQL skills.
• Experience analyzing operational metrics: SLA, AHT, abandon rate, occupancy.
• Understanding of backlog servicing, multi-skill routing, and blended workloads.
• Experience analyzing anomalies and data quality control.

Nice to have

• Experience configuring queues or task distribution in any CRM/Contact Center system.
• 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.

Culture & Benefits

• Flexible working hours.
• Autonomy and responsibility from day one.
• Participation in the company’s employee stock options program.
• Inclusive, high-performing workplace.