Senior Specialist - Reporting

Qiddiya Investment Company

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.