Forecasting & Capacity Planning Analyst

DXC Technology Company

Tennessee

On-site

USD 65,000 - 90,000

Full time

4 days ago

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Job summary

DXC Technology is seeking a Forecasting Analyst to produce accurate workload forecasts and develop staffing plans for multiple clients' contact center environments. The role involves building forecasts in WFM platforms or via Excel-based models, translating demand into staffing, and collaborating with Operations, Finance, and Leadership to support service and cost objectives.

The analyst will manage concurrent forecasting cycles, maintain calendars and governance, and present recommendations to

Qualifications

Bachelor's degree in Business, Analytics, Statistics, Mathematics, Operations Research, or a related field.
3+ years of hands-on contact center forecasting, capacity planning, scheduling, or Workforce Management experience.
Demonstrated ability to develop both long-term and short-term forecasts, including daily and interval-level demand forecasts.

Responsibilities

Develop long-term forecasts and capacity plans by month, week, day, and interval.
Produce short-term forecasts and reforecasts reflecting trends and changes.
Create forecasts and staffing models with and without a WFM platform, using Excel or similar tools.
Translate volume and workload forecasts into staffing requirements and schedules.
Monitor forecast accuracy and investigate variances to improve models.