JOB DETAILS

We’re looking for a pragmatic, business-oriented player-coach to lead our Operations Analytics team. In this role, you’ll work closely with our global Operations leadership to drive data-informed decisions around staffing, agent performance, workforce planning, and overall efficiency. You’ll lead a team of analysts while also rolling up your sleeves to tackle high-impact analyses directly.

If you’re excited to partner with operations leaders on real-world problems, have a strong analytical toolkit, and enjoy working with data that informs decisions at scale, this role is for you.

We’re looking for an experienced analytics leader who can translate business priorities into analytical projects, design the right KPIs, and ensure Veriff’s operations are running at peak performance.

• Leading a team of analysts supporting Veriff’s global operations organization across agent performance, workforce planning, and quality assurance.

• Partnering with senior operations leaders to align analytics efforts to top business priorities: staffing, hiring, performance / efficiency, cost, and coverage.

• Developing and maintaining key dashboards and models for capacity planning, utilization, shrinkage, service level attainment, and agent-level metrics.

• Driving improvements in SLA adherence, workforce efficiency, and operational forecasting through data.

• Building and maintaining time series models to forecast session volumes and translate that into staffing recommendations.

• Supporting strategic initiatives such as location strategy and workforce automation.

• Enabling real-time visibility into operational KPIs while driving root-cause analyses of performance breakdowns.

• Coaching and mentoring a high-performing team of analysts, supporting their technical and professional growth.

• Collaborating cross-functionally with Data Engineering, Product, Finance, Operations, and Operations teams to drive coordinated execution.

• 7+ years of experience in analytics, operations, or a related quantitative field, with at least 3 years in a team lead or player-coach capacity.

• Experience working with or supporting a call center analytics or customer operations team is a plus

• Familiarity with workforce planning metrics such as shrinkage, occupancy, AHT, adherence, SLA, and FTE forecasting.

• Advanced SQL skills and strong comfort with data modeling, visualization (Tableau preferred), and Excel / Google Sheets.

• Experience with forecasting techniques and time series analysis (e.g. Prophet, ARIMA, Exponential Smoothing) and experience with Python (preferred) or R

• Strong ability to translate business questions into data problems and data insights into operational decisions.

• Comfort balancing proactive project delivery with quick-turn decision support in a fast-paced environment.

• Ability to partner with senior business leaders and influence decisions through data.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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