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 ResponsibilitiesDesign, develop, and maintain contact center performance dashboards and management reports using Power BI and ExcelAutomate recurring operational and management reports, reducing manual effort and reporting timeAnalyze contact center KPIs including Service Level, AHT, productivity, and SLA complianceConduct trend analysis and performance gap analysis to support operational improvementsProduce and present daily/weekly/monthly KPI reports for leadership and operational stakeholdersSupport forecasting and capacity planning activities based on call volume trends and historical performanceBuild Excel-based models to support workforce scheduling and staffing optimizationMonitor real-time performance metrics and support operational teams with data-driven insightsImprove data quality through data cleaning and transformationRedefine and improve KPI definitions to enhance reporting quality and performance trackingCollaborate with Operations and QA teams to support performance improvement initiativesRequired Qualifications3+ years of experience in contact center reporting, workforce analytics, or data analysisStrong 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 environmentExperience preparing management and leadership performance reportsStrong analytical skills with the ability to translate data into operational insightsArabic (native) and English (professional proficiency) for business communication and reportingRequirementsBachelor's degree in Finance, Accounting, Business Administration, or a related field3-5 years of experience in reporting, data analysis, or a related field, preferably within a large organizationBasic SQL for reporting and data extractionExperience with CRM data analysis and reportingSuccess IndicatorsAutomated reports and dashboards adopted by managementReduced manual reporting effort and faster reporting cyclesImproved staffing efficiency and forecast accuracyImproved visibility of SLA and contact center performance metricsBenefitsComprehensive benefits package#J-18808-Ljbffr