Workforce Management Analyst (Capacity Planning & Financials)

McAfee•Frisco, TX

1d•Hybrid

About The Position

Do you want to use your quantitative and analytical skills within Workforce Management (WFM) to optimize McAfee’s Customer Success workforce? You’ll partner with multiple BPO Workforce Management teams, conducting integrated capacity forecasting and planning, and most optimal capacity cost optimization. By collaborating with senior stakeholders, you influence decision-making and ensure the Workforce Management (WFM) function delivers maximum value to the business. You’ll support operational performance by developing accurate forecasts, analyzing trends, and leveraging WFM technology to optimize McAfee’s Customer Success workforce. Your strong analytical skills, passion for forecasting, and familiarity with workforce capacity and financial planning will be key to your success in this role. This is a Hybrid position located in our Frisco, TX office. You will be required to be on-site 2 to 3 days per week. When you are not working on-site, you will be working from your home office. We are only considering candidates within a commutable distance to the Frisco, TX office and are not offering relocation assistance at this time

Requirements

At least 3 years (we'd love more!) experience with Workforce Management (WFM)
Strong analytical and quantitative skills with the ability to interpret data and translate insights into action required
Strong MS Excel skills: VLOOKUP/XLOOKUP, pivot tables, formulas, etc.
Understanding of forecasting concepts, variance analysis, and Erlang needed
Ability to work in a fast‑paced environment with accuracy and attention to detail
Effective communication skills and ability to develop strong working relationships with colleagues throughout the business
Focused attention to detail with a high level of accuracy
Ability to manage multiple tasks and prioritize appropriately
Strong project management and organizational skills
You are a problem-solver, solutions-focused, and enjoy being part of a collaborative team

Nice To Haves

Experience with NICE Workforce Management or another WFM system preferred
Experience in financial modeling, labor planning, or operational analytics is a plus
Experience using data visualization tools (Power BI, Tableau, etc.) preferred
Contact center or operations experience is a plus

Responsibilities

Develop short-, mid-, and long-term volume and workload forecasts using workforce data, financial & key metric inputs, and historical trends
Build and maintain staffing models that support capacity planning and budgeting
Perform variance analysis to identify forecast accuracy drivers and recommend corrective actions
Develop multiple forecast scenarios to account for potential variability in demand
Ensure BPO vendors are equipped to manage different situations by providing them with range of potential outcomes
Develop multiple forecast scenarios to account for potential variability in demand
Analyze operational performance metrics, staffing levels, productivity, and customer demand trends
Prepare data with analytical insights for leadership that clearly communicate key insights and recommendations
Support weekly, monthly, and quarterly financial planning processes with labor models and headcount projections
Utilize NICE Workforce Management to build schedules, track intraday performance, and ensure staffing alignment
Monitor real-time performance and escalate service-level risks as needed
Collaborate with other CSG Stakeholders, Finance, and BPOs to optimize staffing strategies
Work extensively in NICE WFM, MS Excel, and financial modeling tools
Regularly review accuracy of forecasts and adjust models. Continuously refine forecasting techniques to improve precision and reliability
Support data integrity and process improvement initiatives across WFM