Senior Contact Center Capacity Strategist

pra; Norfolk (VA); On-site; USD 104,000 - 162,000; Full time

Job summary

PRA Group in Norfolk, VA is seeking a strategic capacity planning professional to develop and execute long-term operational capacity strategies for a large contact center.

You will partner with senior leadership to provide data-driven recommendations related to staffing, forecasting, dialing strategies, and operational capacity, using advanced analytics, forecasting methods, and modeling to identify trends and drive improvements across the contact center.

Qualifications

• 5+ years in capacity planning for a large contact center environment
• 5+ years Data & Analytics with SQL querying, data visualization (Power BI)
• 3+ years Advanced Analytics & Data Modeling
• Experience in workforce planning, capacity planning, or contact center strategy

Responsibilities

• Develop and maintain long-term operational capacity plans aligning resources with growth and priorities
• Create strategic staffing models and hiring roadmaps based on workloads and initiatives
• Develop forecasting models for call volumes, staffing, productivity across planning horizons
• Utilize analytics and data modeling to identify trends, risks, opportunities, and efficiencies
• Translate datasets into executive-level insights and recommendations
• Partner with senior leadership to evaluate initiatives and inform workforce decisions
• Publish both ADHOC and production reports
• Collaborate with Workforce Management, Operations, Finance, and Technology
• Present findings and forecasts to executives clearly and concisely

Skills

SQL

Power BI

Excel

Data Analytics

Forecasting

Staffing Models

Executive Communication

Education

Bachelor's degree in Finance/Business/Analytics

Master's degree (preferred)

Tools

SQL

Power BI

Excel

Job description

PRA Group in Norfolk, VA is seeking a strategic capacity planning professional to develop and execute long-term operational capacity strategies for a large contact center.

You will partner with senior leadership to provide data-driven recommendations related to staffing, forecasting, dialing strategies, and operational capacity, using advanced analytics, forecasting methods, and modeling to identify trends and drive improvements across the contact center.