Master Analyst- Operations Capacity Planning & Analytics - Contact Centers

PRA Group • Norfolk, VA

18h

About The Position

This position serves as a strategic individual contributor responsible for developing and executing long-term operational capacity strategies that optimize workforce performance and support business objectives for a large contact center. This role partners closely with senior leadership to provide data-driven recommendations related to staffing, hiring, operational capacity, and dialing strategies. Leveraging advanced analytics, forecasting methodologies, and strategic modeling, this position identifies trends, evaluates operational performance, and develops actionable insights that improve efficiency, enhance resource utilization, and drive informed decision-making across the contact center organization.

Requirements

• At least 5+ years’ experience in capacity planning for a large Contact Center environment Required).
• 5+ years Data & Analytics with advanced proficiency querying data warehouse using SQL, as well as expertise in creating data visualization and using reporting tools (Power BI, SQL and Excel)
• 3+ years’ experience Advanced Analytics & Data Modeling.
• Significant experience in workforce planning, capacity planning, operations analytics, business intelligence, or contact center strategy.
• Advanced knowledge of forecasting methodologies, workforce planning principles, and statistical modeling techniques.
• Demonstrated experience translating complex analytical findings into strategic business recommendations.
• Strong understanding of contact center operations, staffing models, performance management, and operational planning.
• Experience developing and delivering executive PowerPoint presentations and communicating recommendations to senior leadership.
• Excellent analytical, problem-solving, and strategic thinking skills.
• Strong project management and cross-functional collaboration abilities.
• Strong analytical and reporting skills, with the ability to translate data into actionable insights
• Bachelor’s degree in areas of study Finance, Business Administration, Analytics, or a related field. (required)
• Must be able to interpret the data and formulate opinions to confidently share recommendations to management team based on the results.
• Good attention to detail and communication skills with the ability to publish reports directly to both frontline team members and senior leaders.
• Applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.

Nice To Haves

• Experience in collections or regulated environments (preferred).
• Masters (preferred).

Responsibilities

• Develop and maintain long-term operational capacity plans that align workforce resources with business growth, portfolio purchasing strategies, and operational objectives.
• Create strategic staffing models and hiring roadmaps based on projected workloads, dialing strategies, business initiatives, and organizational priorities.
• Develop forecasting models to project call volumes, staffing requirements, productivity, and operational capacity across multiple planning horizons.
• Utilize advanced analytics and complex data modeling to identify trends, risks, opportunities, and operational efficiencies.
• Translate large, complex datasets into meaningful business insights and executive-level recommendations.
• Partner with senior leadership to evaluate strategic initiatives and provide data-driven recommendations that influence workforce and operational decisions.
• Develop strategic dialing projections and capacity models to optimize resource allocation and maximize operational performance.
• Analyze workforce trends, operational performance, productivity, and key business metrics to proactively identify improvement opportunities.
• Lead analytical support for enterprise and contact center initiatives by modeling operational impacts, staffing implications, and expected business outcomes.
• Monitor workforce performance and capacity against forecasts, identifying variances and recommending corrective actions.
• Develop business cases supported by financial and operational analysis for strategic investments and organizational changes.
• Create and publish both ADHOC and production reports.
• Must become familiar with the PRA collections process to help inform interpretation of analytical results.
• Partner with Workforce Management, Operations, Finance, Technology, and other business partners to ensure planning assumptions align with enterprise objectives.
• Recommend process improvements and automation opportunities through data analysis and operational insights.
• Present findings, forecasts, and strategic recommendations to executive leadership in a clear, concise, and actionable manner.
• Perform other duties and strategic initiatives as assigned.

Benefits

• performance based bonus programs
• equity programs
• paid time off
• medical
• dental
• vision
• 401k match
• life insurance
• other benefits to assist with the physical and mental wellbeing of our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior