Professional Experience/Qualifications:

• Bachelor’s degree in a related field or equivalent from four-year college or university; Master’s degree preferred
• 10+ years of experience in call center workforce management and forecasting
• Knowledge of contact center operations and functions, business processes, corporate finance procedures, statistical analyses and modeling techniques
• Excellent data analysis skills
• Advanced Microsoft Office skills including Word, Excel and PowerPoint; Ability to perform large scale data analysis and create and maintain capacity plans in MS Excel
• Excellent written and verbal communication skills; Ability to engage with senior stakeholders and at multiple levels
• Ability to assemble effective teams, establish work objectives that align with business strategy and pursue stretch goals while ensuring the quality of work
• Ability to work with large quantities of detailed information with a high level of accuracy

Key Responsibilities

Strategic Leadership

• Responsible for the strategic direction of the Operations Planning and Analytics function, which includes workforce staffing and forecasting, operational planning and analysis, contact center technology/call routing development and maintenance and operations production support
• Accountable for meeting assigned Organizational Key Results (OKRs) and supporting OKR achievement for overall Core Operations
• Provides support for budgetary decisions and presents Quarterly Business Reports to senior leadership; Prepares information for Board of Director meetings as needed; Coordinates with Finance on budget and spending activities
• Ensures teams work closely to identify and recommend opportunities for efficiencies; Accountable for modeling “what-if” scenarios and cost-benefit analyses to support business improvements that reduce expenditures and increase profitability

Staffing Plans and Forecasting

• Accountable for strategic staffing plans and roadmaps; Develops call volume forecasting models, implements staffing plans, analyses and reports on staffing variances, partners with departments to resolve variances, and adjusts forecasts based on trend analysis
• Conducts adhoc modeling and analysis for contact centers and company-wide initiatives (e.g., Right-Party Contact rates); Partners with key stakeholders on analysis design
• Responsible for capacity planning by allocating workload across multiple sites and programs (e.g., to support budgeting, hiring, training); coordinates efforts related to onboarding and new hire training capacity with Recruiting and Training; develops and maintains short-and long-term capacity plans to determine hiring and/or training needs (e.g., additional headcount vs. adjusting full-time/part-time schedules)
• Responsible for the implementation and performance of a Workforce Management System, and the implementation and communication workforce planning strategy across the US call center enterprise
• Monitors, reports on and recommends adjustments to payroll and business expenses

Operations Planning & Analytics

• Responsible for the creation and distribution of operating reports as well as other adhoc analytical support for site and planning leaders
• Leads team members who apply and integrate advanced and predictive analytics, metrics and reporting to develop strategic and operational insights for operations performance and workforce decision-making
• Uses predictive analytics to makes financial and resource recommendations related to new business cases and program enhancements
• Responsible for performance forecasting; Leads a team that creates performance and accountability reports and monitors efficiency, determining where opportunities exist; partners with senior leaders where needed
• Call Center Technology
• Responsible for leading the strategic direction of all contact center technology development, maintenance and support; Accountable for ensuring that call routing technology supports organizational key results
• Provides leadership to both the call center technology and production support teams and ensures collaboration between these teams and the workforce planning and analytics functions
• Supports a collaborative, cross functional relationships between call center technology teams, operations leadership and IT
• Responsible for department level reporting and communication to Senior Leader Team and external technology vendors

Supervisory Responsibilities:

• Provides developmental opportunities for team; hires, trains and develops talent for growth opportunities; delegates tasks and decisions; fosters open dialogue amongst team members; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
• Communicates goals and objectives; oversees work assignments; aligns team efforts; builds accountability for and measures progress in achieving results; identifies and addresses improvement opportunities; assumes responsibility for decision making

At PRA Group, we're committed to helping our employees reach their highest potential by offering competitive salaries, bonus structure, with proprietary training programs, tuition reimbursement programs, comprehensive healthcare, health, dental and vision benefits, maternal and paternal leave, holiday pay and PTO, an employee assistance program, and valuable opportunities to establish a long career within our organization.