متخصص أول - التقارير

Qiddiya Investment Company is looking for Senior Specialist - Reporting that is responsible for contact center and workforce reporting, delivering clear performance insights that support operational decision-making. The role focuses on building and automating reports and dashboards using Power BI and Excel, analyzing contact center KPIs, and supporting forecasting and capacity planning activities. Key Responsibilities · Design, develop, and maintain contact center performance dashboards and management reports using Power BI and Excel. · Automate recurring operational and management reports, reducing manual effort and reporting time. · Analyze contact center KPIs including Service Level, AHT, productivity, and SLA compliance. · Conduct trend analysis and performance gap analysis to support operational improvements. · Produce and present daily/weekly/monthly KPI reports for leadership and operational stakeholders. · Support forecasting and capacity planning activities based on call volume trends and historical performance. · Build Excel-based models to support workforce scheduling and staffing optimization. · Monitor real-time performance metrics and support operational teams with data-driven insights. · Improve data quality through data cleaning and transformation. · Redefine and improve KPI definitions to enhance reporting quality and performance tracking. · Collaborate with Operations and QA teams to support performance improvement initiatives. Required Qualifications · 3+ years of experience in contact center reporting, workforce analytics, or data analysis. · Strong hands-on expertise in Power BI (dashboards, DAX, data modeling) and Microsoft Excel (Pivot Tables, automation). · Practical experience in forecasting, scheduling, and real-time monitoring within a contact center environment. · Experience preparing management and leadership performance reports. · Strong analytical skills with the ability to translate data into operational insights. · Arabic (native) and English (professional proficiency) for business communication and reporting. Bachelor's degree in Finance, Accounting, Business Administration, or a related field. 3-5 years of experience in reporting, data analysis, or a related field, preferably within a large organization. · Basic SQL for reporting and data extraction. · Experience with CRM data analysis and reporting. · Success Indicators · Automated reports and dashboards adopted by management. · Reduced manual reporting effort and faster reporting cycles. · Improved staffing efficiency and forecast accuracy. · Improved visibility of SLA and contact center performance metrics Comprehensive benefits package