Strategic Contact Center Capacity & Forecasting Lead

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

Benefits offered by this job

Paid time off

Medical

Dental

Vision

401k match

Life insurance

Job summary

PRA Group in the United States is seeking a Senior Capacity Planning professional to develop and execute long-term operational capacity strategies for a large contact center. You will partner with senior leadership to forecast staffing, dialing strategies, and workforce requirements using data-driven insights.

You will build forecasting models, analyze trends, and present executive recommendations to optimize resource utilization and performance.

Qualifications

• Must have at least 5+ years’ experience in capacity planning for a large Contact Center environment.
• 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.
• Experience in collections or regulated environments (preferred).
• Excellent communication, leadership, and problem-solving skills with a forward-thinking, solutions-oriented mindset.

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.

Skills

Capacity planning

Data analytics

SQL

Power BI

Excel

Forecasting

Workforce planning

Executive presentations

Leadership

Communication

Tools

Power BI

SQL

Excel

Job description

PRA Group in the United States is seeking a Senior Capacity Planning professional to develop and execute long-term operational capacity strategies for a large contact center. You will partner with senior leadership to forecast staffing, dialing strategies, and workforce requirements using data-driven insights.

You will build forecasting models, analyze trends, and present executive recommendations to optimize resource utilization and performance.