Shift Lead - English, Arabic, Microsoft Windows

Job Summary

Role Purpose: Drive data‑driven workforce decisions by delivering insightful reports, dashboards, and automated solutions to improve operational efficiency and performance.

Key Responsibilities

• Develop and maintain WFM reports & dashboards using Power BI

• Analyze volume, AHT, shrinkage, SLA, and utilization trends

• Automate report generation and data workflows (Power BI, Excel, scripting tools)

• Ensure accurate forecasting & capacity planning support

• Partner with operations to provide actionable insights and performance recommendations

Maintain data integrity, governance, and documentation

Tools & Environment:

• Power BI – Dashboarding & data visualization

• Excel (Advanced) – Pivot, Power Query, macros

• Automation Tools – Power Automate / VBA / Python (as applicable)

• WFM Tools – (e.g., Avaya, NICE, Verint – depending on environment)

• Service Now (or ITSM) – Data source for ticket trends

Skill Requirements

• Strong expertise in Power BI (DAX, data modeling, visualization)

• Experience in automation & workflow optimization

• Analytical skills with focus on trend analysis & insights

• Good understanding of WFM metrics (SLA, forecast vs actual, occupancy)

Strong stakeholder communication & storytelling with data

Other Requirements

Strong stakeholder communication & storytelling with data