Business Intelligence & Workforce Planner

Festanstellung, Vollzeit · India, Remote

Your mission

The Hashgraph Group (THG) is a global organization headquartered in Switzerland, and is a part of the Hedera Hashgraph (“Hedera”) ecosystem.

Hedera is a revolutionary proof-of-stake public Distributed Ledger Technology (DLT) network that is fast emerging as the gold standard in DLT for enterprise-grade solutions and decentralized applications (dApps). Hedera is governed by a council of the world’s leading organizations - which include Google, Boeing, IBM, Dell, Deutsche Telekom, LG, Abrdn, London School of Economics, to name a few.

THA works closely with enterprises, startups, governments, and academic and training institutions around the world to deliver financing, custom-design solutions, and professional training and innovation programs, aimed at accelerating the development and utilization of the Hedera Hashgraph network.

Your profile

Shape the Future of Decentralized Support

Are you passionate about data, AI, and the next evolution of the internet? Join us at the intersection of SaaS, ITIL, and web3 as we redefine how support teams operate in a decentralized, blockchain-powered world.

What You’ll Do

· Forecast the Future: Build predictive models that link support demand to blockchain network activity and market volatility.

· Optimize Hybrid Teams: Balance AI and human support dynamically adjust staffing as AI handles routine queries and humans tackle complex, high-value issues.

· Drive Insights: Design dashboards (Tableau/Looker) to track AI performance (hallucination, containment, handoff rates) and customer satisfaction across channels.

· Be the AI Detective: Analyze why users bypass AI, conduct root cause analysis on AI failures, and partner with Product to make our AI smarter.

· Strategic Analysis: Correlate on-chain metrics (active accounts, smart contract calls) with operational costs and calculate ROI for both AI and human support.

· Champion Best Practices: Ensure our workforce planning aligns with ITIL standards and the unique demands of web3/DTL ecosystems.

What You Bring

· 3+ years in Workforce Management, Business Intelligence, or related analytics roles ideally in SaaS or high-growth tech.

· Advanced SQL skills and expertise in BI tools (Tableau, Looker, or similar).

· Experience with AI/automation metrics (deflection, hallucination, sentiment analysis).

· Strong analytical mindset able to translate complex data (crypto volatility, AI confidence scores) into actionable plans.

· Bonus: Familiarity with blockchain, web3, or DLT environments.

Why us?

What we offer

A unique opportunity to be a part of the world’s leading DLT ecosystem
Significant career growth potential in a fast growing sector
Working with colleagues and on projects across the globe
Open and direct communication, flat structures
Flexible working hours
Competitive salary package

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About us

The Demo Daten GmbH is a fictional company created by Personio to familiarize our customers with our software.

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Wir freuen uns auf Sie!

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