Workforce Management Analyst

DXC Technology Company; Tennessee; Vor Ort; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Forecasting

Capacity planning

Scheduling

Excel modeling

Ausbildung

Bachelor's degree in Business/Analytics/Statistics/Math/OR

Tools

WFM platform

Excel

Jobbeschreibung

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 ca