Strategic Capacity & Analytics Lead

PRA Group (Nasdaq: PRAA); Charlotte (NC); On-site; USD 104,000 - 162,000; Full time

Job summary

PRA Group is seeking an experienced capacity planning and analytics professional to shape long-term operational capacity strategies for a large contact center. You will forecast call volumes, staffing needs, and dialing strategies, and translate data into actionable insights for senior leadership.

You will collaborate across Workforce Management, Operations, Finance, and Technology to optimize resource utilization, drive efficiency, and support business objectives.

Qualifications

• Must have 5+ years capacity planning in a large Contact Center.
• 5+ years Data & Analytics with advanced SQL, Power BI, and Excel.
• 3+ years Advanced Analytics & Data Modeling.

Responsibilities

• Develop and maintain long-term operational capacity plans aligning resources with growth and objectives.
• Create staffing models and hiring roadmaps based on workloads and strategies.
• Develop forecasting models for call volumes, staffing, and capacity across planning horizons.
• Translate large datasets into meaningful executive insights and recommendations.
• Lead analytical support for enterprise initiatives by modeling impacts and outcomes.

Skills

Analytical skills

Problem solving

Strategic thinking

Leadership

Communication

Education

Bachelor’s degree in Finance, Business Administration, Analytics, or related field

Master’s degree preferred

Tools

SQL

Power BI

Excel

Job description

PRA Group is seeking an experienced capacity planning and analytics professional to shape long-term operational capacity strategies for a large contact center. You will forecast call volumes, staffing needs, and dialing strategies, and translate data into actionable insights for senior leadership.

You will collaborate across Workforce Management, Operations, Finance, and Technology to optimize resource utilization, drive efficiency, and support business objectives.