Forecasting & Capacity Planner — Workforce Analytics

DXC Technology Company; Nashville (TN); On-site; USD 80,000 - 110,000; Full time

Job summary

DXC Technology Company in Nashville, TN, is seeking a Forecasting Analyst to deliver accurate workloads forecasts and staffing plans for multi-client contact centers. You will build long- and short-term models, translate demand into capacity, and develop schedules aligned with business goals.

Responsibilities include maintaining models, performing scenario analyses, and communicating insights to leadership.

Qualifications

• Bachelor's degree in Business, Analytics, Statistics, Mathematics, Operations Research or related field, or equivalent experience.
• 3+ years of hands-on contact center forecasting, capacity planning, scheduling, or Workforce Management experience.
• Experience building forecasts and staffing models with and without a WFM platform, including advanced Excel modeling.
• Experience with WFM platforms such as NICE, Verint, Genesys, Calabrio, Aspect or comparable systems.
• Advanced Excel skills and strong forecasting knowledge including Erlang/workload-based concepts.
• Strong analytical, problem-solving, data interpretation, documentation, and stakeholder communication skills.

Responsibilities

• Develop long-term forecasts and capacity plans by month, week, day, and interval using historical demand and growth.
• Produce short-term forecasts and reforecasts reflecting trends and known changes.
• Create capacity plans showing required, available, and projected staffing; identify gaps and mitigation options.
• Translate volume into staffing using occupancy, shrinkage, service level, and productivity assumptions.
• Run staffing scenarios and sensitivity analyses to assess impact of demand changes.
• Generate, optimize, and maintain schedules aligned to interval demand and constraints.
• Monitor forecast accuracy, investigate variances, and implement corrective actions.
• Maintain forecasting calendars, models, assumptions, data sources, and governance.
• Collaborate with Operations, Finance, Marketing, Talent Acquisition, Training, and Vendor Mgmt to align plans.
• Prepare and present forecasts, capacity risks, staffing gaps, and recommendations to leadership.

Skills

Forecasting

Capacity planning

Scheduling

WFM experience

Excel modeling

Analytical skills

Stakeholder communication

Deadline management

Education

Bachelor's degree in Business/Analytics/Statistics/Mathematics/Operations Research or related field

Tools

NICE

Verint

Genesys

Calabrio

Aspect

Power BI

Tableau

SQL

Python

Job description

DXC Technology Company in Nashville, TN, is seeking a Forecasting Analyst to deliver accurate workloads forecasts and staffing plans for multi-client contact centers. You will build long- and short-term models, translate demand into capacity, and develop schedules aligned with business goals.

Responsibilities include maintaining models, performing scenario analyses, and communicating insights to leadership.