{"id":23408,"title":"Senior Data Analyst - Customer Support","company":"inDrive","location":"Limassol","description":"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.\n\r\nThe 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.\n\r\nKey Responsibilities\n\r\n\r\nOwn and develop the analytical framework for Customer Support operations, including first-line performance monitoring\r\nBuild and maintain support performance metrics (SLA, AHT, FCR, backlog, productivity, cost-to-serve, etc.)\r\nConduct Workforce Management (WFM) analysis, including workload distribution, capacity planning insights, and efficiency evaluation\r\nPerform process analytics to identify bottlenecks in request handling, routing, escalation, and resolution flows\r\nEvaluate the impact of operational and process changes using structured analysis and experimentation where applicable\r\nAnalyze automation coverage and its impact on quality, speed, and operational cost\r\nDesign dashboards and reporting frameworks for Support Operations and leadership\r\nConduct post-launch impact analysis and operational investigations\r\nCollaborate closely with Support Operations, Product, Trust & Safety, Engineering, and BI teams as a senior analytical partner\r\n\r\nSkills, Knowledge & Expertise\n\r\n\r\n3+ years of experience in Product Analytics, Operational Analytics, or Support Analytics\r\nProven experience in Workforce Management (WFM) analysis and operational workload assessment\r\nStrong background in process analytics and performance optimization\r\nHands-on experience with support performance metrics and first-line monitoring\r\nAdvanced SQL skills with experience working on large-scale datasets\r\nPractical Python experience for data analysis and metric computation\r\nStrong understanding of visualization principles and experience with BI tools (Tableau, L","salary":null,"skills":[],"url":"https://www.cypruswork.com/job/106487/senior-data-analyst-customer-support/","source":"cypruswork","sources":[{"url":"https://www.cypruswork.com/job/106487/senior-data-analyst-customer-support/","source":"cypruswork"}],"qualifications":[],"scaleGrade":null,"employmentType":"Full Time","industry":"Customer Service, Finance, Information Technology","datePosted":"2026-06-18T07:47:18.000Z","deadline":"2026-08-17T10:47:18+03:00","createdAt":"2026-06-26T17:07:37.605Z","fingerprint":"b2b3c223a2559512","status":"active","lastSeenAt":"2026-06-26T17:07:37.390Z"}