Manager, Customer Analytics – Workforce Optimization
The AES Corporation
full-time
Posted on:
Location Type: Hybrid
Location: Ohio • United States
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About the role
- Lead analytics and performance management for Customer Operations across voice and digital channels, ensuring alignment to business goals
- Monitor key operational KPIs (ASA, AHT, Occupancy, Adherence, Containment Rate, etc.), identify trends, and proactively recommend performance-improving actions
- Deliver insights and executive-ready narratives that inform operational decisions, resource allocation, and customer experience strategy
- Support workforce budgeting, long-term labor planning, and cost modeling to ensure alignment with financial and operational targets
- Oversee short- and long-term forecasting, demand planning, and capacity modeling, considering seasonal patterns, outage events, regulatory drivers, and customer behavior shifts
- Develop predictive models and scenario simulations that support staffing, technology investment, and customer experience initiatives
- Build and maintain performance dashboards and reporting frameworks that support operational transparency and decision-making
- Demonstrate advanced command of workforce management methodologies, including interval-level forecasting, scheduling, and real-time optimization
- Collaborate with Digital, Communications, Metering, IT, and other key stakeholders to ensure workforce assumptions align with business initiatives and customer-impacting programs
Requirements
- Bachelor's degree in Analytics, Statistics, Data Science, Operations Management, Industrial Engineering, Business, or a related quantitative field
- 7–10 years of progressive experience in analytics, workforce management, or operational strategy within utilities, energy, telecommunications, or large-scale service environments
- 3+ years of people leadership experience, with proven success building and developing high-performing teams.
Benefits
- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
analyticsperformance managementKPI monitoringpredictive modelingscenario simulationsworkforce management methodologiesforecastingschedulingcapacity modelingdata analysis
Soft Skills
leadershipcollaborationcommunicationstrategic thinkingproblem-solvingresource allocationdecision-makingteam developmentoperational transparencyinsight delivery