Performance Analyst
Contact Center Company [CCC by STC]
Total years of experience :20 years, 1 Months
* Monitor and analyze performance metrics to assess adherence to Key Performance Indicators (KPIs).
* Identify gaps between actual performance and target KPIs, investigating and determining the reasons behind them.
* Conduct in-depth analysis of performance data to provide insights and recommendations for improvement.
* Engage with cross-functional teams to implement performance improvement initiatives and ensure their effectiveness.
* Build and generate custom reports to meet specific requirements and provide actionable insights.
* Stay updated on industry trends and best practices related to performance measurement and KPI management.
* Managed and administered all teams involved in the FTTH (Fiber to the Home) project for STC (Saudi Telecom Company).
* Oversaw the daily work progress, monitoring overall project advancement and resource utilization.
* Managed budget planning, expenses, and cost control.
* Addressed supervisor issues promptly and proactively sought new methods to enhance productivity and efficiency.
* Ensured quality control measures were in place and focused on achieving high customer satisfaction.
* Secured the availability of materials and maintained effective communication with suppliers.
* Acted as a liaison between our firm and all other stakeholders involved in the project.
* Oversaw the administration of databases, ensuring their efficient operation and data integrity.
* Developed and implemented the company's IT policies to establish guidelines for technology usage and security.
* Monitored the functionality of systems and addressed any issues to maintain smooth operations.
* Managed a team of IT staff, responsible for recruiting, training, and enhancing their skills to meet company objectives.
* Effectively managed and reported on the allocation of the IT budget, optimizing resource utilization.
* Proactively introduced new technologies to enhance departmental performance, driving efficiency and productivity.
* Led the design, normalization, and implementation of databases to support organizational needs. Installed and maintained Microsoft SQL Server and MySQL databases, ensuring their smooth operation.
* Administered and managed databases including tasks like backup/recovery, user access controls, performance tuning.
* Collaborated with other departments, analyzing their information to assist in planning and decision-making processes.
* Implemented innovative tech solutions to enhance departmental efficiency, such as Excel macros for automating reports, resulting in significant time and resource savings.
* Conducted analysis on various types of databases, including dBase, SQL Server, Excel, and Microsoft Access.
* Generated custom reports for designated team members and senior managers.
* Developed Excel macros utilizing sales and production data to generate forecasting reports and perform other statistical operations
B.sc.(H) in Computer Sciene
