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SalaryWe 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:
Focused on creating and managing effective schedules for inbound and outbound call types. Critical to the success of achieving maximum efficiency within the organization.Professional Experience/Qualifications:
- Bachelor's Degree in Business, Human Resources/Workforce Planning or a demonstrable equivalent combination of formal education, on-the-job training, and/or work experience
- Minimum of 5 years experience in both a Workforce Management Scheduling position and with IEX software.
- Strong communication, problem solving, and analytical skills
- Able to prioritize and meet deadlines
- Ability to adapt to change and collaborate with others to execute change
- Proficient in Microsoft Office Suite of applications
Key Responsibilities (other duties may be assigned):
- Administer and optimize schedules on a regular basis, produce new hire schedules, and execute shift bids based on the forecasted need; Propose schedule changes needed between bids to ensure penetration targets are being met
- Generate near term forecasts by day by interval for each group; Proactively adjust the forecast based on dialing strategy
- Analyze call metrics and develop schedules
- Make strategic decisions to drive penetration up by schedule changes, reducing aux, and reducing time off allotments.
- Set time off allotments; Manage time off rules and approvals
- Evaluate schedule change requests and manage accommodations in the Workforce Management system
- Offer/manage additional hours and voluntary time off as needed
- Manage (approve/deny) requests – swaps, break/lunch moves, and any other manual approvals
- Produce reports including staffing outlooks, analyze the data, and create action plans to solve staffing issues as needed
- Run various staffing/scheduling scenarios
- Schedule training and meetings to minimize impact
- Communicate effectively with Sites, Training, HR, IT, Vendors, etc. to ensure all are aligned and have all needed information
- Complete and communicate holiday scheduling with sufficient notice
- Monitor adherence and reach out to management as needed
- Manage the attendance line and record/report out on attendance
- Maintain intraday performance
- Act as central point of contact for scheduling
- Follow policy and maintain data integrity within the Workforce Management system
- Other duties as assigned
Compliance Responsibilities:
- Adhere to PRA CARES values and the Code of Conduct policy to the highest standards of ethics, and ensure compliance with all relevant policies, processes, and regulations.
- Highlight/escalate any misconduct against the PRA CARES values, Code of Conduct Policy and or any other relevant policies, processes, and regulations.
- Obtain understanding of governance and risk in relation to the role, ensuring to keep up to date with any regulatory changes in your local region and Europe.
- Completion of all mandatory training that may adversely affect the business, interests, or reputation of any Group Company. All training should be completed within a timely manner.
Salary Range:
PRA Group has an effective process for assessing market data and establishing ranges to ensure we remain competitive. 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. This posted salary range is a good faith and reasonable estimate, and PRA Group reserves the right to adjust this range depending on the qualifications and location of the selected candidate. 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.
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.
