DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally.

For more information, visit www.dxc.technology.

DXC Technology has an immediate need in our U.S. Public Sector group for a Contact Center Workforce Management Forecasting Analyst - Public Trust Clearance in El Paso, TX; Pontiac, MI; Plano, TX.

• Develops and monitors forecasting effectiveness and accuracy at all levels.
• Manages real time adherence for staffing and service levels and productivity achievement.
• Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
• Coordinates all reporting related to workforce management.
• Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support.
• Organizes project tasks, structures information collection activities and sets time lines for completion of required tasks.
• Develops and maintains critical scheduling processes.
• Serves as the resident expert on workforce management software package (Qfiniti, Verint, etc.).
• Participates in long range planning and the formulation of goals.
• Oversees technology and process improvements to ensure the highest level possible customer satisfaction and cost effectiveness.

3+ years in a multi-skilled contact center environment, including forecasting, scheduling and real-time operations management

At least 3 years’ experience using a Workforce Management Software tool set

Knowledge and skills:

• Deep excel and analytical skills - pivots/vlookups/analysis
• Excellent written and verbal skills
• Experience working on business outsourcing contracts
• Experience in MS Excel with exceptional skills in other MS Office software
• Demonstrate mastery of all Workforce Management concepts and functional areas
• Strong analytical skills in call volume, employee workloads, and staffing optimization
• Ability to effectively manage and successfully execute assignments and projects
• Team player, with ability to prioritize, multi-task and meet strict deadlines