Senior Capacity Planning & Analytics Lead - Contact Center

PRA GROUP, INC.

Norfolk (VA)

Hybrid

USD 104.000 - 162.000

Vollzeit

Vor 3 Tagen

Sei unter den ersten Bewerbenden

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Zusammenfassung

PRA Group is seeking a Master Analyst- Operations Capacity Planning & Analytics to develop long-term capacity plans for a large contact center. You will forecast call volumes, model staffing requirements, and translate insights into strategic recommendations for senior leadership.

This role partners with executives to optimize workforce performance, dialing strategies, and operational capacity, using SQL, Power BI, and advanced analytics.

Qualifikationen

5+ years capacity planning in a large contact center environment.
5+ years of data & analytics; advanced SQL querying, Power BI, Excel.
3+ years in advanced analytics & data modeling.
Experience in workforce planning, operations analytics, or contact center strategy.
Strong forecasting knowledge and statistical modeling techniques.
Proven ability translating analytical findings into executive recommendations.

Aufgaben

Develop and maintain long-term capacity plans aligned with growth and strategic initiatives.
Create staffing models and hiring roadmaps based on workloads and organizational priorities.
Develop forecasting models for call volumes, staffing, productivity, and capacity.
Use advanced analytics and data modeling to identify trends, risks, and opportunities.
Translate large datasets into actionable insights for senior leadership.
Publish both ADHOC and production reports and present findings to executives.

Kenntnisse

Capacity planning

SQL

Power BI

Analytics

Forecasting

Executive presentations

Stakeholder collaboration

Data modeling

Project management

Communication

Ausbildung

Bachelor’s degree

Master’s degree

Tools

SQL