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Senior Business Analyst – Contact Center
Key Duties and Responsiblites
- Manage and coordinate administrative activities, documentation, trackers, reports, meeting actions, and cross-functional follow-ups to ensure smooth operational governance.
- Review operational and commercial contracts, service agreements, SLAs, and related documents to identify obligations, risks, gaps, and areas requiring clarification or management attention.
- Analyze the contact center work environment, operational processes, employee feedback, and performance trends to identify improvement opportunities and support better business decisions.
- Investigate process delays, workflow bottlenecks, approval gaps, and recurring operational issues, and provide clear root-cause analysis with practical recommendations and corrective actions.
- Prepare management reports, business cases, process improvement proposals, and executive-level insights while coordinating with Operations, HR, Finance, Legal, and other stakeholders to ensure timely implementation.
- 10 Years of minimum experience required for this position in this same industry.
- Bachelor's Degree
- Contact Centre Experience is mandatory.
- Fluent in Arabic & English
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