Strategic Forecasting & Workforce Planner

1208 FSG - Cybertek Corp.; Nashville (TN); On-site; USD 75,000 - 110,000; Full time

Job summary

DXC Technology seeks a Forecasting Analyst to produce accurate short- and long-term workload forecasts and translate demand into staffing and capacity plans. You will build schedules, validate methods, and partner across Operations, Finance, and Leadership to optimize service levels and costs.

The role requires advanced Excel modeling, experience with WFM platforms, and strong analytical communication. Join a team focused on scalable workforce planning across client environments.

Qualifications

• Bachelor’s degree in related field or equivalent experience.
• 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 where required.
• Demonstrated ability to create forecasts and staffing models with and without a WFM platform, including advanced Excel-based modeling.
• Experience building capacity plans, calculating staffing requirements, and evaluating hiring, attrition, shrinkage, productivity, and service-level scenarios.
• Experience generating and optimizing schedules against forecasted interval demand and operational constraints.
• Experience with WFM platforms such as NICE, Verint, Genesys, Calabrio, Aspect, or comparable systems.
• Advanced Microsoft Excel skills, including formulas, pivot tables, data validation, scenario modeling, and analytical reporting.
• Strong understanding of forecasting methods, Erlang or workload-based staffing concepts, shrinkage, occupancy, service level, response time, and schedule efficiency.
• Strong analytical, problem-solving, data interpretation, documentation, and stakeholder communication skills.
• Ability to manage recurring forecast cycles, multiple planning horizons, and deadlines in a fast-paced environment.
• Flexibility to support business needs outside standard business hours when required.

Responsibilities

• Develop long-term forecasts and capacity plans by month, week, day, and interval, as applicable, using historical demand, business growth, seasonality, events, channel mix, and operational assumptions.
• Produce short-term forecasts and reforecasts that reflect recent trends, known business changes, backlog, shrinkage, average handling time, and emerging demand patterns.
• Build forecasts both within WFM platforms and through manual or offline models using Excel or equivalent analytical tools; validate results across methods and document all assumptions.
• Translate volume and workload forecasts into staffing requirements using appropriate workload, occupancy, shrinkage, service-level, response-time, and productivity assumptions.
• Create and maintain capacity plans that show required, available, and projected staffing; identify surpluses, deficits, hiring needs, overtime requirements, and other mitigation options.
• Run staffing scenarios and sensitivity analyses to assess the impact of changes in demand, average handling time, shrinkage, attrition, hiring, productivity, and service targets.
• Generate, optimize, and maintain schedules aligned to interval demand, staffing requirements, labor rules, contractual constraints, employee availability, and business operating hours.
• Monitor forecast accuracy and bias, compare forecast to actual results, investigate variances, and implement corrective actions to improve future forecasts.
• Maintain forecasting calendars, model versions, assumptions, data sources, methodologies, and governance documentation.
• Manage concurrent forecasting, capacity-planning, and scheduling cycles across multiple clients and lines of business, ensuring each plan reflects its specific demand drivers, service commitments, operating assumptions, and deadlines.
• Partner with Operations, Finance, Marketing, Talent Acquisition, Training, and Vendor Management to align demand, capacity, hiring, training, and scheduling plans.
• Prepare and present forecasts, capacity risks, staffing gaps, schedule efficiency, scenarios, and recommendations to leadership.
• Identify opportunities to improve forecasting models, data quality, scheduling practices, automation, and overall workforce planning efficiency.

Skills

Forecasting

Workforce Planning

Excel

SQL

Python

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 seeks a Forecasting Analyst to produce accurate short- and long-term workload forecasts and translate demand into staffing and capacity plans. You will build schedules, validate methods, and partner across Operations, Finance, and Leadership to optimize service levels and costs.

The role requires advanced Excel modeling, experience with WFM platforms, and strong analytical communication. Join a team focused on scalable workforce planning across client environments.