Workforce and Forecasting Analyst

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.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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.

Forecasting & Capacity Planning

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.