Specialist - Data Analyst Almosafer

Responsibilities:

• Leverage data to evaluate end-to-end fulfillment performance across Air and Non-Air services, identifying operational bottlenecks and systemic inefficiencies.

• Develop analytical models and performance frameworks to monitor SLA adherence, customer impact ratios, and overall operational performance.

• Drive data-driven decisions in fulfillment strategy and operations

Quotation Management (QM) Intelligence

• Develop analytics solutions to monitor quotation lifecycle, supplier responsiveness, and operational efficiency.

• Define and track KPIs to improve case resolution and team productivity.

Workforce Management & Quality Assurance Analytics

• Utilize data from platforms like Infobip to develop insights into agent productivity, demand forecasting, and workforce allocation accuracy.

• Redesign and modernize WFM and QA reporting tools to reflect real-time performance metrics, quality trends, and compliance insights.

• Implement predictive models to anticipate staffing needs, identify quality risks, and support proactive workforce planning.

Advanced Analytics & Data Solutions

• Design scalable, automated analytics solutions using tools such as SQL, Python, and cloud-based data platforms to support operational analytics.

• Ensure adherence to enterprise data governance and quality standards, working closely with Data Engineering and Governance teams.

Collaboration & Data Governance

• Bridge Operations and Data Intelligence to ensure aligned data standards and methodologies.

• Drive data literacy and analytical best practices across teams.