Senior Business Analyst – Contact Center

**Key Duties and Responsiblites*** Manage and coordinate administrative activities, documentation, trackers, reports, meeting actions, and cross\-functional follow\-ups to ensure smooth operational governance. * Review operational and commercial contracts, service agreements, SLAs, and related documents to identify obligations, risks, gaps, and areas requiring clarification or management attention. * Analyze the contact center work environment, operational processes, employee feedback, and performance trends to identify improvement opportunities and support better business decisions. * Investigate process delays, workflow bottlenecks, approval gaps, and recurring operational issues, and provide clear root\-cause analysis with practical recommendations and corrective actions. * Prepare management reports, business cases, process improvement proposals, and executive\-level insights while coordinating with Operations, HR, Finance, Legal, and other stakeholders to ensure timely implementation. **Qualification and Experience*** **10 Years** of minimum experience required for this position in this same industry. * Bachelor's Degree * Contact Centre Experience is mandatory. * Fluent in Arabic \& English