WFM Analyst

DXC Technology Workforce Management Analyst

DXC Technology 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.

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.

Key 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.

Required 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.

Preferred Qualifications

• Experience with contact center forecasting, scheduling, and capacity planning.
• Knowledge of workforce management principles, staffing models, and forecasting methodologies.
• Experience with Power BI, Tableau, SQL, or other business intelligence and reporting tools.
• Experience presenting forecasts and business insights to senior leadership.
• Knowledge of financial planning, budgeting, and cost-to-serve analysis.
• Experience supporting process improvement and workforce optimization initiatives.
• Workforce Management or analytics certification preferred.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.