Senior Specialist - Reporting

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.

Requirements

• 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

Benefits

Comprehensive benefits package