Operations Analytics Lead

<p>The Operations &amp; Analytics team powers Veriff’s business engine. We’re cracking the online identity crisis in a scalable way, deploying excellence to keep Veriff on the cusp of innovation. It’s a fast-paced market with many challenges. We need new talent on board to help us fill the gaps: bringing new ways of thinking into the team and, therefore, new possibilities. Our team blends operational excellence with technical insight: bringing together systems, processes, and analytics to ensure Veriff runs efficiently and intelligently.</p> <p>We’re looking for a pragmatic, <strong>business-oriented player-coach</strong> to lead our <strong>Operations Analytics team</strong>. 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.</p> <p>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.</p> <p>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.</p> <h3><strong>You’ll help us power Veriff’s product development by:</strong></h3> <ul> <li>Leading a team of analysts supporting Veriff’s global operations organization across agent performance, workforce planning, and quality assurance.</li> <li>Partnering with senior operations leaders to align analytics efforts to top business priorities: staffing, hiring, performance / efficiency, cost, and coverage.</li> <li>Developing and maintaining key dashboards and models for capacity planning, utilization, shrinkage, service level attainment, and agent-level metrics.</li> <li>Driving improvements in SLA adherence, workforce efficiency, and operational forecasting through data.</li> <li>Building and maintaining time series models to forecast session volumes and translate that into staffing recommendations.</li> <li>Supporting strategic initiatives such as location strategy and workforce automation.</li> <li>Enabling real-time visibility into operational KPIs while driving root-cause analyses of performance breakdowns.</li> <li>Coaching and mentoring a high-performing team of analysts, supporting their technical and professional growth.</li> <li>Collaborating cross-functionally with Data Engineering, Product, Finance, Operations, and Operations teams to drive coordinated execution.</li> </ul> <h3><strong>You are the right future Veriffian for the job if you have:</strong></h3> <ul> <li>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.</li> <li>Experience working with or supporting a <strong>call center analytics</strong> or customer operations team is a plus</li> <li>Familiarity with <strong>workforce planning metrics</strong> such as shrinkage, occupancy, AHT, adherence, SLA, and FTE forecasting.</li> <li>Advanced SQL skills and strong comfort with data modeling, visualization (Tableau preferred), and Excel / Google Sheets.</li> <li>Experience with forecasting techniques and time series analysis (e.g. Prophet, ARIMA, Exponential Smoothing) and experience with Python (preferred) or R</li> <li>Strong ability to translate business questions into data problems and data insights into operational decisions.</li> <li>Comfort balancing proactive project delivery with quick-turn decision support in a fast-paced environment.</li> <li>Ability to partner with senior business leaders and influence decisions through data.</li> </ul> <p><strong>Why Veriff?</strong></p> <p>We are the preferred identity verification platform partner for the world’s most innovative growth-driven organizations helping conveniently verify and safeguard users anywhere in the world. We support the broadest number of identity documents from nearly every country and territory in the world - and this is continually increasing! With a diverse team in the United States, United Kingdom, Spain, Brazil, and Estonia, as well as robust backing and funding from investors including Accel, Alkeon, IVP, Tiger Capital, and Y Combinator, we’re dedicated to helping businesses and individuals build a safer and more secure world. We strive to be the benchmark for trust online, and we take pride in being a positive force.&nbsp;</p> <p>When you join Team Veriff, we offer you the opportunity to have a real impact and advance your career, while looking after you along the way with a range of benefits designed with you in mind. Some of our favorites include...</p> <ul> <li>Flexibility to work from home</li> <li>Stock options that ensure your share in our success</li> <li>Extra recharge days on top of your annual vacation</li> <li>Extensive medical, dental, and vision insurance to ensure you’re feeling great physically and mentally</li> <li>Learning and Development &amp; Health and Sports budget that you are free to tailor to your own needs</li> <li>Four weeks of fully paid sabbatical leave after reaching your 5th work anniversary&nbsp;</li> </ul> <p><em>We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability. We also know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates - so rest assured, whoever you are, we want to hear from you!</em>&nbsp;</p> <p>Please be informed that in the final stage of the recruitment process we may request you to go through identity verification. For more information, please see <a href="https://www.veriff.com/recruitment-privacy-policy">Recruitment Privacy Policy</a>.</p> <div class="p-rich_text_section"> <div class="p-rich_text_section"> <div class="p-rich_text_section"><span style="color: rgb(255, 255, 255);">#LI-LP1 #TBT</span></div> </div> </div> <div class="p-rich_text_section"> <div class="sc-78bb39f7-0 kyOxtR"> <div class="sc-78bb39f7-1 gxQhEe"> <div class="p-rich_text_section"><span style="color: rgb(255, 255, 255);">#LI-LP1 #TT</span></div> </div> </div> </div> <p>&nbsp;</p>