Manager, Customer Analytics & Workforce Optimization

AES • Dayton, OH

1d

About The Position

The Manager, Customer Analytics & Workforce Optimization leads the strategy, development, and execution of analytics and workforce planning that power the performance of Customer Operations across all voice and digital engagement channels. This role drives operational excellence through advanced forecasting, predictive modeling, and data-driven insights that influence key business KPIs—including ASA, AHT, occupancy, customer satisfaction, containment, and workforce productivity. Operating at the intersection of analytics, operations, technology, and customer strategy, this leader provides critical guidance to executive stakeholders and plays a central role in optimizing customer experiences, managing labor investments, and ensuring operational resilience. Reporting to the Senior Manager of Customer Care, this role also builds and develops a high-performing analytics and workforce team, strengthening the organization’s analytical maturity and decision-making capability.

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.

Responsibilities

• Operational Performance 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.
• Analytics & Forecasting 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.
• Leverage SQL, Power BI, and advanced Excel to automate analytics processes and improve forecasting accuracy and efficiency.
• Workforce Management Strategy Demonstrate advanced command of workforce management methodologies, including interval-level forecasting, scheduling, and real-time optimization.
• Optimize staffing across multi-channel operations to balance customer experience, cost efficiency, service-level goals, and operational resilience.
• Partner with operations leaders to design staffing strategies for peak events, planned campaigns, seasonal surges, and emergency response events.
• Cross-Functional Collaboration Collaborate with Digital, Communications, Metering, IT, and other key stakeholders to ensure workforce assumptions align with business initiatives and customer-impacting programs.
• Support platform and system enhancements—including IVR optimization and digital experience improvements—through data validation, scenario modeling, and WFM impact analysis.
• Serve as a trusted advisor to executives and operational leaders, translating complex analytics into clear, actionable business recommendations.
• Foster strong alignment between analytics, workforce management, and operational teams to enable cohesive decision-making.
• Team Leadership Lead end-to-end performance management, including hiring, goal-setting, coaching, performance evaluation, and succession planning.
• Build and develop a high-performing team, creating growth pathways and developing advanced analytical and WFM capabilities.
• Establish strong data governance, validation processes, and reporting standards to ensure accuracy, transparency, and operational accountability.
• Create a culture of continuous improvement through structured feedback loops, regular performance reviews, and skill development initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager