PRA Group is looking to standardize and enhance reports and models to improve efficiency, reduce expenditures, and increase profitability within their call center planning and collections teams. They need to provide analytical support and reporting to drive strategic decision-making and operational insights.
Requirements
- Advanced SQL / Power BI and Microsoft Excel experience required
- Python experience recommended
- Excellent data analysis skills; Experience using multiple analytical tools and methodologies
- Advanced Microsoft Office skills including Excel and PowerPoint; Ability to perform large scale data analysis and work with large quantities of detailed information with a high level of accuracy
Responsibilities
- Responsible for providing complex data analysis and reporting using various data visualization tools (e.g., SQL, Excel, Power BI, SSRS, etc.); Serves as a Project Manager on various reporting initiatives and provides reporting to senior leadership for strategic decision making
- Provides data for formulating and implementing strategic plans and roadmaps; Works with senior leaders in the deliverance of models
- Provides analysis for contact centers and company-wide initiatives (e.g., Right-Party Contact rates, cash generation, schedule adherence and efficiency); Partners with leadership to develop best in class reporting
- Assists with analytics, metrics and reporting to develop strategic and operational insights for dialer operations, workforce planning and performance improvement at the direction of senior leaders
- Forecasts performance at the direction of senior leaders by creating performance and accountability reports and monitors efficiency. Assists in determining where opportunities exist at the direction of senior leadership
- Serves as the subject matter expert for frontend / backend report creation and automation and assists in the deployment of new software and technology.
- Analyzes report usage and performance. Develops methods to improve low usage and poor performance.
Other
- Bachelor’s in Computer Science, Business Management, Information Technology or related field or equivalent; Master’s degree preferred
- Experience in call center dialer operations and collections preferred
- Knowledge of contact center operations, systems, business processes, performance metrics and modeling techniques
- Excellent written and verbal communication skills; Ability to engage with senior stakeholders and at multiple levels
- Ability to organize and prioritize multiple projects/tasks simultaneously while meeting multiple deadlines.
