Workforce Analyst

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.

Position Summary: 

Key Responsibilities:

• Oversees the CollabAI platform, ensuring all collectors are assigned to appropriate virtual rooms

• Moves collectors between virtual rooms, as needed, when managers are unavailable

• Continuously monitors all CollabAI rooms to ensure collectors are supported and attended to

• Manages training schedules and facilitates the scheduling of virtual training sessions for collectors

• Loads and manages schedule exceptions within the workforce management system

• Ensures consistent coverage for all hours of operation and adjusts staffing, as needed

• Assists with equipment replacement logistics, ensuring quick turnaround on replacements when needed

• Monitors and tracks work-from-home performance, addressing any performance issues and identifying areas for improvement

• Tracks outage time (internet, power, and other) for work-from-home team members

• Generates and maintains reports on work-from-home performance metrics, identifying trends and making recommendations for improvement

• Monitors day of exceptions and attendance for all collectors (in-office and work from home)

• Monitors real-time adherence for the entire organization (in-office and work-from home)

• Processes collector emails with schedule changes and exceptions

• Produces daily reporting for staffing, such as portal split staffing reporting and break and swap entries audits

• Administers day of XTO and OT, as required

• Other ad hoc projects and duties, as needed

Education and/or Experience:

• High School/GED and/or Equivalent work experience

• Preferred: Bachelor’s degree in related field.

• 1-3 Years Workforce Management, Scheduling, or a similar administrative role

• 1-3 Years Call Center or Work from Home experience

Skills/Knowledge/Qualities/Languages:

• Familiarity with virtual workforce tools and platforms

• Strong analytical and problem-solving skills

• Ability to manage multiple tasks and prioritize effectively, especially under time-sensitive conditions

• Excellent communication skills, with a proactive approach to resolving issues

• Flexibility to work across multiple shifts, including evenings and weekends, as needed

Work Environment:

Office/Sedentary: Work is performed in an office environment with telephones, personal computers, and printers. The office environment is an open workspace with individual workstations. The noise level of the environment is usually moderate. This position is a sedentary position with seldom to occasional lifting of less than 11 pounds; requires frequent lifting of less than 1 pound; and may require standing less than or equal to 1/3 of the day. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Salary Range:

All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace.