Role Overview:
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
About the Role
Forecasting & Planning
- 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
Analytics & Reporting
- 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
Workforce Management Operations
- 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
Tools & Technical Skills
- 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
About you:
- 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
- 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
- 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
#LI
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We’re proud to be Great Place to Work® Certified in 10 countries, a reflection of the supportive, empowering environment we’ve built where people feel seen, valued, and energized to reach their full potential and thrive.
We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.