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