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.

• 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.

• 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.

• 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