# Senior Specialist - Reporting

> Qiddiya Investment Company · Riyadh, Saudi Arabia · — · Posted 2026-02-24

**Workplace:** on_site

**Department:** Technology Office

## Description

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

## Apply

[Apply at Qiddiya Investment Company](https://apply.workable.com/qiddiya-investment-company-1/j/FC00FAD291/apply)

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