Workforce and Forecasting Analyst

AES•Dayton, OH

About The Position

Are you a data-driven leader passionate about optimizing workforce performance in dynamic contact center environments? We’re seeking a Workforce Forecasting Analyst to lead forecasting and capacity planning for our electric utility call centers, supporting over 250 agents and managing more than 2.5 million annual customer interactions. This role is critical to ensure we have the right people in the right place at the right time-maximizing service levels, minimizing wait times, and driving operational excellence. If you thrive on analytics, technology, and strategic workforce planning, this is your opportunity to make a meaningful impact. This description reflects the core responsibilities of the role; additional duties may be assigned as business needs evolve.

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.

Nice To Haves

Genesys Cloud WFM Certification.
Experience with multi-site contact center operations.
Familiarity with utility industry call drivers and seasonal demand patterns.
Knowledge of intraday management and real-time adherence tools.

Responsibilities

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.