Senior Resource Analyst (CS Operations)

TL;DR

Senior Resource Analyst (CS Operations): Conducting forecast modelling, resource planning, and real-time allocation for customer service operations across multiple markets with an accent on data-driven insights, productivity targets, and service levels. Focus on analysing performance gaps, running what-if scenarios, optimizing staffing, and leading process improvements for workforce efficiency.

Location: Hybrid in Kaunas or Vilnius (2 days in office recommended)

Salary: €2,767–€3,742 gross per month

Company

Europe’s leading second-hand fashion marketplace connecting millions of users across 20+ markets, with headquarters in Vilnius, Lithuania.

What you will do

• Conduct forecast modelling using historical data, trends, and strategy to determine workforce needs
• Run what-if scenarios for staffing decisions and address potential gaps proactively
• Generate accurate data, reporting, and actionable insights for resource optimization
• Monitor staffing levels, analyse under/over performance, and recommend efficiency improvements
• Collaborate with CS Operations, Product, and other teams to implement workforce solutions
• Lead cross-functional projects on expansions, tool improvements, and new metrics
• Mentor analysts and share WFM best practices across the organization

Requirements

• Proficient in numerical analysis, Excel/Google Sheets, and BI tools
• 2-5 years in resource planning, workforce management, or business data analytics
• Experience leading or collaborating on cross-functional projects
• Exceptional English proficiency, written and spoken
• Strong critical thinking, fast decision-making, and problem-solving skills
• Proactive, self-motivated with passion for continuous learning in WFM

Culture & Benefits

• Hybrid model with 2 office days recommended, up to 90 workation days per year (21 outside EU)
• 25 working days holiday, private health insurance, mental health support
• Share options, learning budget, home office setup budget (€540), hirify.global shopping budget
• Team-building events, dog-friendly offices, gym/meals in Vilnius, lunch allowance in Kaunas