Operations Analytics Lead

Summary

Join Veriff's Operations & Analytics team as a pragmatic, business-oriented player-coach to lead the Operations Analytics team. Work closely with global Operations leadership to drive data-informed decisions. Lead a team of analysts while tackling high-impact analyses. Partner with operations leaders on real-world problems, utilizing a strong analytical toolkit and data to inform large-scale decisions. Translate business priorities into analytical projects, design KPIs, and ensure peak operational performance. Power Veriff's product development by leading a team supporting global operations in areas such as agent performance, workforce planning, and quality assurance.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

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

Benefits

• Flexibility to work from home
• Stock options that ensure your share in our success
• Extra recharge days on top of your annual vacation
• Extensive medical, dental, and vision insurance to ensure you’re feeling great physically and mentally
• Learning and Development & Health and Sports budget that you are free to tailor to your own needs
• Four weeks of fully paid sabbatical leave after reaching your 5th work anniversary