The AES Corporation

Workforce and Forecasting Analyst

The AES Corporation

full-time

Posted on:

Location Type: Hybrid

Location: Indianapolis • Ohio • United States

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Tech Stack

CloudSQLTableau

About the role

  • 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.

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
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
forecastingdata analysisstaffing optimizationschedule adherenceoccupancy trackingdata visualizationSQLExcelAI-powered forecastingworkforce management
Soft Skills
analytical skillscommunicationcollaborationproblem-solvingleadership