Manager, Customer Analytics & Workforce Optimization

Indianapolis, IN - USA

Monthly Salary: Not Disclosed

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE: AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work you can be confident that youre joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations and with $12.7B in revenues in 2023 we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future AES is committed to meeting the Paris Agreements goals by 2050. Our innovative solutions such as 24/7 carbon-free energy for data centers are setting the pace for rapid global decarbonization.

If youre ready to be part of a company thats not just adapting to change but driving it AES is the place for you. Were not just building a cleaner more sustainable future - were powering it. Apply now and energize your career with a true leader in the global energy transformation.

Position Summary
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 KPIsincluding 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 playsa central roleinoptimizingcustomer 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 organizations analytical maturity and decision-making capability.

Key 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.)identifytrends 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 andmaintainperformance 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.

Optimizestaffing 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 enhancementsincluding IVR optimization and digital experience improvementsthrough 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 hiringgoal-setting coaching performance evaluation and succession planning.

Build and develop a high-performing teamcreatinggrowthpathwaysanddevelopingadvanced 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.

Required Qualifications

Education

Bachelors degree in Analytics Statistics Data Science Operations Management Industrial Engineering Business ora related quantitative field.

Experience

710 yearsof progressive experience in analytics workforce management or operational strategy within utilities energy telecommunications or large-scale service environments.

3 yearsofpeopleleadership experience with proven success building and developing high-performing teams.

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 employees I-9 to confirm work authorization.

Required Experience:

Manager

Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE: AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future throug...