Global Senior Analyst

TL;DR

Global Senior Analyst (Analytics/Automation): Building scalable, standardized, and increasingly automated decision systems across Customer Service with an accent on end-to-end analytics mechanisms, causal analysis, and responsible AI/automation governance. Focus on designing automation-first workflows that connect leading indicators to actionable playbooks across time zones, while improving service performance, efficiency, cost-to-serve, and customer/employee experience.

Location: Poland (Warszawa) or Canada (Halifax)

Company

hirify.global builds healthcare solutions and services for patients and providers.

What you will do

• Own automation and innovation across CS analytics and WFM-adjacent workflows by mapping opportunities, defining AI/automation use cases, and delivering measurable mechanisms.
• Design global mechanisms that connect leading indicators (queue health, staffing gaps, backlog risk, quality signals, sentiment) to decision-ready playbooks with adoption metrics and governance.
• Lead deep dives and root cause analyses, including causal analysis using experiments or quasi-experimental designs, to explain KPI movements and recommend actions.
• Partner with forecasting and capacity planning on scenario planning (seasonality, launches, disruptions, new region onboarding) and translate outputs into action levers.
• Steward KPI definitions, semantic layers, and core CS reporting datasets; ensure consistent dimensions and raise data quality standards.
• Ensure responsible AI, risk management, and compliance (privacy, regulatory/legal requirements, fairness/explainability, human-in-the-loop controls, and documentation).

Requirements

• 3–5+ years in analytics/WFM analytics/BI or operations strategy, ideally in global customer service or contact centers.
• Advanced SQL, dashboarding, and metric modeling with strong statistical reasoning.
• Proven stakeholder management across multiple time zones and seniority levels.
• Evidence of an automation-first mindset (removing manual steps, standardizing outputs, creating repeatable mechanisms).
• Ability to work from Poland (Warszawa) or Canada (Halifax).

Nice to have

• Experience with experiments/causal inference, forecasting validation, or advanced driver decomposition.
• Familiarity with data platform concepts (ETL/ELT, orchestration, governance, semantic modeling, data observability).
• Experience with workflow automation, low-code automation, API-based integrations, or scheduled pipelines.
• Practical exposure to AI/ML/GenAI in business contexts (anomaly detection, forecasting enhancements, automated narratives, ticket triage, text analytics) including evaluation and governance.

Culture & Benefits

• Technology-forward role focused on building automation and decision mechanisms rather than only reporting results.
• Emphasis on simplifying, standardizing, automating, and eliminating waste while respecting privacy, legal, and regulatory requirements.
• Responsible AI approach with fairness, explainability, auditability, and human accountability in people-impacting decisions.
• Mentorship and team development through coaching and setting analytical standards.