Forecasting & Workforce Analytics Specialist

DXC Technology; United States; Hybrid; USD 75,000 - 110,000; Full time

Job summary

DXC Technology is seeking a skilled Workforce Management Analyst to drive forecasting, capacity planning, and analytical insights across our insurance services operations.

You will maintain WFM systems, analyze trends, prepare leadership-ready reports, and collaborate with Operations, Finance, Marketing, and Vendor Management to align staffing with workload. 3+ years of experience and strong Excel/BI skills are essential.

Qualifications

• Bachelor’s degree in Business, Analytics, Statistics, Mathematics, or a related field; equivalent experience may be considered.
• 3+ years of Workforce Management, Forecasting, Capacity Planning, or Contact Center Analytics experience.
• Experience with Workforce Management platforms such as NICE, Verint, Genesys, Calabrio, Aspect, or similar systems.
• Advanced Microsoft Excel skills, including data analysis, modeling, and reporting.
• Strong analytical, problem-solving, and organizational skills.
• Ability to interpret complex data and translate findings into business recommendations.
• Excellent verbal, written, and presentation skills.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Flexibility to support business needs outside standard business hours when required.

Responsibilities

• Develop short-term and long-term forecasts for workload volume, staffing needs, and resource requirements.
• Analyze historical trends, business drivers, seasonality, and special events to improve forecast accuracy.
• Maintain workforce management systems and forecasting models.
• Monitor forecast performance, identify variances, and maintain documentation of forecast assumptions and results.
• Partner with Operations, Finance, Marketing, and Vendor Management teams to align workload expectations and staffing plans.
• Prepare and deliver workforce reports, forecasts, trends, and recommendations to leadership.
• Analyze operational data and provide actionable insights to improve service levels, productivity, and customer experience.
• Identify opportunities to improve forecasting processes, workforce planning, and operational efficiency.

Skills

Advanced Excel

Analytical thinking

Problem solving

Communication skills

Organization

Education

Bachelor’s degree in Business, Analytics, Statistics, Mathematics, or related field

Tools

NICE

Verint

Genesys

Calabrio

Aspect

Power BI

Tableau

SQL

Job description

DXC Technology is seeking a skilled Workforce Management Analyst to drive forecasting, capacity planning, and analytical insights across our insurance services operations.

You will maintain WFM systems, analyze trends, prepare leadership-ready reports, and collaborate with Operations, Finance, Marketing, and Vendor Management to align staffing with workload. 3+ years of experience and strong Excel/BI skills are essential.