Summary: We are seeking a Senior Business Analyst to drive data-driven decision-making and operational performance through insightful analysis and reporting. Highlights: 1. Analyze operational data to identify trends and improvement opportunities 2. Provide actionable insights to enhance performance and customer experience 3. Build and manage automated dashboards for real-time reporting We are looking for a **Senior Business Analyst** to join our team and support data\-driven decision\-making and operational performance improvement. #### **Key Responsibilities:** * Analyze operational data (calls, leads, AHT, SLA, conversion, productivity) to identify trends, gaps, and improvement opportunities. * Provide actionable insights to improve performance, efficiency, and customer experience. * Monitor key KPIs and conduct root cause analysis (RCA) for performance deviations. * Design and maintain daily, weekly, and monthly performance reports. * Build and manage automated dashboards using Excel and Power BI for real\-time reporting. * Ensure accuracy, consistency, and alignment of reporting with business requirements. * Identify inefficiencies in workflows, processes, and resource utilization. * Recommend and implement data\-driven solutions to improve productivity and reduce costs. * Support workforce planning through forecasting, volume analysis, and staffing models. #### **Requirements:** * Experience in business analysis, data analysis, or operations reporting. * Strong knowledge of KPIs, reporting, and performance analysis. * Proficiency in Excel; Power BI is an advantage. * Strong analytical and problem\-solving skills. * Experience in operations or contact center environment is preferred.
Fatima Al-Kuwari
Indeed · HR
Fatima Al-Kuwari
Indeed · HR
