Senior Analyst, Frontline Performance
Core
Single accountable analyst for specialist-driven performance in Frontline Operations, delivering root-cause analysis and recommendations for operational metrics in hours rather than days.
Role type
Senior IC operations analytics specialist (fraud & safety delivery)
Builds
Operational dashboards and metrics for frontline managers to drive real-time decisions
Domain
Travel marketplace operations, fraud & safety delivery
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
SQL (complex joins, window functions), root-cause analysis, contact-centre operations knowledge (SLA, AHT, occupancy, shrinkage), multi-vendor/multi-site delivery modeling, data storytelling, AI tooling usage
Preferred skills
Experience in Trust, Fraud, Safety or high-stakes operations environments
Technologies
SQL, internal AI data analytics tools
Responsibilities
Break down frontline performance by specialist, queue, vendor, and site; root-cause specialist-driven moves in SLA, AHT, accuracy, and utilization; monitor specialist-level metrics for hidden problems; write requirements for specialist metrics and dashboards; explain data implications to senior leaders in weekly business reviews
Seniority
Senior, hands-on IC
