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.
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• 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.

• 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

Comprehensive benefits package