Master Analyst- Operations Capacity Planning & Analytics - Contact Centers

About the role

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy. 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.

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.
• 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.

Requirements

• 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.
• Strong analytical and reporting skills, with the ability to translate data into actionable insights.
• Experience in collections or regulated environments (preferred).
• Excellent communication, leadership, and problem-solving skills with a forward-thinking, solutions-oriented mindset.
• Bachelor’s degree in areas of study Finance, Business Administration, Analytics, or a related field (required), Master’s (preferred).

Pay

The salary range for this position is $103,700.00 - $162,100.00. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, specific working location and market position.

Benefits

In addition to base salary, PRA may offer additional benefits to include performance-based bonus programs and/or equity programs depending on the position. PRA offers paid time off, medical, dental, vision, 401k match, life insurance, and other benefits to assist with the physical and mental wellbeing of our employees.