Description
Senior Data Analyst — Customer Support
Department: Analytics Department
Employment Type: Full Time
Location: Almaty, Almaty Special District, Kazakhstan, Hybrid
This role is focused on operational analytics for Customer Support. The analyst will drive visibility into support performance, workforce efficiency, and process bottlenecks, ensuring that operational decisions are grounded in data.
The position requires deep involvement in support metrics, WFM analysis, and process optimization, with a strong focus on measurable improvements in quality, speed, and cost efficiency.
Key Responsibilities
- Own and develop the analytical framework for Customer Support operations, including first-line performance monitoring
- Build and maintain support performance metrics (SLA, AHT, FCR, backlog, productivity, cost-to-serve, etc.)
- Conduct Workforce Management (WFM) analysis, including workload distribution, capacity planning insights, and efficiency evaluation
- Perform process analytics to identify bottlenecks in request handling, routing, escalation, and resolution flows
- Evaluate the impact of operational and process changes using structured analysis and experimentation where applicable
- Analyze automation coverage and its impact on quality, speed, and operational cost
- Design dashboards and reporting frameworks for Support Operations and leadership
- Conduct post-launch impact analysis and operational investigations
- Collaborate closely with Support Operations, Product, Trust & Safety, Engineering, and BI teams as a senior analytical partner
Skills, Knowledge & Expertise
- 3+ years of experience in Product Analytics, Operational Analytics, or Support Analytics
- Proven experience in Workforce Management (WFM) analysis and operational workload assessment
- Strong background in process analytics and performance optimization
- Hands-on experience with support performance metrics and first-line monitoring
- Advanced SQL skills with experience working on large-scale datasets
- Practical Python experience for data analysis and metric computation
- Strong understanding of visualization principles and experience with BI tools (Tableau, Looker, Redash, etc.)
- Ability to independently structure ambiguous operational problems and translate them into analytical frameworks
- Strong stakeholder communication skills
- Nice to have: Experience working in internal Customer Support or Support Operations
- Nice to have: Understanding of CPC accreditation (ICMI) and how support metrics are calculated and audited
- Nice to have: Experience analyzing automation in support environments (self-help, routing logic, moderation flows)
Conditions
- Stable salary, official employment
- Health insurance
- Hybrid work mode and flexible schedule
- Access to professional counseling services, including psychological, financial, and legal support
- Discount club membership
- Diverse internal training programs
- Partially or fully paid additional training courses
- All necessary work equipment
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