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The AES Corporation, or simply AES, is a Fortune 500 utilities company on a mission to “engineer tomorrow’s energy solutions.” Whether bringing electricit
Workforce and Forecasting Analyst
Location
Ohio
Posted
26 days ago
Salary
0
Seniority
Senior
Job Description
Workforce and Forecasting Analyst
AES Corporation
• Produce, validate, and continuously refine short‑term and long‑term forecasts using Genesys Cloud WFM along with internal models, dashboards, and operational datasets. • Analyze historical data, seasonal trends, and business drivers to predict call volumes and staffing needs. • Create multiple forecast scenarios to evaluate impacts of service level goals, shrinkage, and schedule adherence. • Collaborate with operations leaders to align staffing plans with business objectives and customer demand. • Recommend staffing adjustments and hiring plans to meet service level targets across two call center locations. • Monitor real-time performance and adjust forecasts and schedules as needed. • Build and maintain dashboards to track forecast accuracy, schedule adherence, occupancy, and service levels. • Provide actionable insights to leadership on staffing efficiency, overtime, and agent utilization. • Partner with Finance and HR to support budget planning and workforce cost optimization. • Ensure reporting accuracy and translate complex data into clear, actionable insights while partnering with cross-functional teams in a thoughtful, collaborative manner. • Leverage Genesys Cloud WFM capabilities including AI-powered forecasting, schedule generation, and intraday management. • Identify opportunities to automate and streamline forecasting processes. • Stay current with industry best practices and emerging technologies in workforce management.
Job Requirements
- Bachelor's degree in Business, Statistics, Operations Management, or related field – or equivalent relevant experience in workforce management or forecasting.
- 3-5+ years of experience in contact center forecasting, workforce planning, or operations analytics.
- Proficiency with Genesys Cloud Workforce Management tools and forecasting methodologies.
- Strong analytical skills with experience in Excel (expert-level), SQL, and data visualization tools (e.g., Power BI, Tableau).
- Proven ability to manage large-scale forecasting for high-volume contact centers.
- Excellent communication and collaboration skills across cross-functional teams.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
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