Workforce Management Analyst

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

Job Description: DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com. At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace. Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation.

The Forecasting Analyst is responsible for producing accurate long-term and short-term workload forecasts, translating demand into staffing and capacity requirements, and developing operational schedules for contact center environments. The role must be able to build and maintain forecasts both within Workforce Management platforms and independently using Excel or other analytical methods when a WFM tool is unavailable. This position supports multiple clients and lines of business (LOBs), requiring the analyst to manage differing demand patterns, service objectives, operating models, and planning timelines. The position owns forecast assumptions, capacity plans, staffing scenarios, schedule generation, and forecast-versus-actual analysis, and partners with Operations, Finance, Workforce Management, and Leadership to support service, productivity, and cost objectives.

Key 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.

Required Qualifications

• Bachelor’s degree in Business, Analytics, Statistics, Mathematics, Operations Research, or a related field; equivalent experience may be considered.
• 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.

Preferred Qualifications

• Experience forecasting voice, chat, email, back-office, or other contact center workloads across multiple planning horizons.
• Experience with statistical forecasting methods, time-series analysis, regression, forecast accuracy measures, and bias analysis.
• Experience using Power BI, Tableau, SQL, Python, or similar tools for data preparation, forecasting, automation, or reporting.
• Experience with schedule optimization, shift creation, schedule efficiency analysis, and multi-skill or multi-site planning.
• Knowledge of financial planning, budgeting, cost-to-serve analysis, and business-case development.
• Experience presenting forecast assumptions, capacity risks, staffing scenarios, and recommendations to senior leadership.

Workforce Management, forecasting, analytics, or At DXC Technology, we believe strong connections and community are key to our success.

We’re committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States, Guam, or Puerto Rico DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters.

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.