Workforce and Forecasting Analyst

The 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.

Posted 5/5/2026full-timeRemote • Ohio • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudSQLTableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

forecastingdata analysisstaffing optimizationschedule adherencedata visualizationExcelSQLGenesys Cloud WFMAI-powered forecastingoperations analytics

Soft Skills

analytical skillscommunicationcollaborationproblem-solvingleadership