Your Impact as a Workforce Management Analyst As a Workforce Management Analyst, you will play a critical role in optimizing staffing, forecasting, scheduling, and real-time management to ensure we meet and exceed our service level commitments. You will collaborate across teams, leverage data-driven insights, and drive continuous improvement in workforce operations. The ideal candidate is adaptable, analytical, and proficient in the latest workforce management tools. Key Responsibilities: + Develop and maintain accurate forecasts for call volume and workload across multiple communication channels using historical data, business drivers, and trend analysis. + Lead capacity planning efforts to ensure optimal staffing levels, balancing efficiency with service quality. + Design, manage, and adjust agent schedules to align with forecasted demand, skill sets, and business priorities. + Monitor real-time performance and make intraday adjustments to staffing and schedules to maintain service levels. + Utilize workforce management and contact center tools such as NICE CXOne, IEX, and Power BI for data analysis, reporting, and operational optimization. + Perform root-cause analysis on variances between forecasted and actual outcomes, providing actionable recommendations for improvement. + Generate and distribute reliable, actionable reports and dashboards to stakeholders using Excel, Power BI, and Office 365 tools. + Respond to escalated issues, ad-hoc requests, and daily exceptions, ensuring prompt resolution and minimal service disruption. + Maintain up-to-date documentation of staffing, scheduling, and workforce management processes. + Facilitate effective communication between operations, leadership, and other stakeholders regarding workforce plans and changes. + Support the adoption and integration of new technologies, including AI-driven solutions, to enhance workforce management capabilities (AI experience is a plus, but not required). + Assume additional responsibilities as needed, supporting the broader goals of the workforce management team. Qualifications: + 2+ years of experience in workforce management, with demonstrated expertise in forecasting, capacity planning, scheduling, and real-time management (call center or similar environment preferred). + Advanced proficiency in Excel (including pivot tables, formulas, and data analysis tools) and strong skills in Office 365 applications (Outlook, Teams, PowerPoint, etc.). + Hands-on experience with NICE CXOne, IEX, and Power BI. + Strong analytical, mathematical, and problem-solving abilities. + Excellent communication and collaboration skills. + Experience with workforce management platforms and CRM systems. + Knowledge of AI/machine learning applications in workforce management is a plus. + Bachelor’s degree or equivalent experience preferred. We offer you A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Our Colleague Experience: From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience (http://www.aon.com/about-aon/careers/meet-your-future-team.jsp) . About Aon: Aon plc (NYSE:AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. Our more than 72,000 colleagues worldwide empower results for clients in over 120 countries with innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. To learn more visit aon.com. 2568191 Your Impact as a Workforce Management Analyst As a Workforce Management Analyst, you will play a critical role in optimizing staffing, forecasting, scheduling, and real-time management to ensure we meet and exceed our service level commitments. You will collaborate across teams, leverage data-driven insights, and drive continuous improvement in workforce operations. The ideal candidate is adaptable, analytical, and proficient in the latest workforce management tools. Key Responsibilities: + Develop and maintain accurate forecasts for call volume and workload across multiple communication channels using historical data, business drivers, and trend analysis. + Lead capacity planning efforts to ensure optimal staffing levels, balancing efficiency with service quality. + Design, manage, and adjust agent schedules to align with forecasted demand, skill sets, and business priorities. + Monitor real-time performance and make intraday adjustments to staffing and schedules to maintain service levels. + Utilize workforce management and contact center tools such as NICE CXOne, IEX, and Power BI for data analysis, reporting, and operational optimization. + Perform root-cause analysis on variances between forecasted and actual outcomes, providing actionable recommendations for improvement. + Generate and distribute reliable, actionable reports and dashboards to stakeholders using Excel, Power BI, and Office 365 tools. + Respond to escalated issues, ad-hoc requests, and daily exceptions, ensuring prompt resolution and minimal service disruption. + Maintain up-to-date documentation of staffing, scheduling, and workforce management processes. + Facilitate effective communication between operations, leadership, and other stakeholders regarding workforce plans and changes. + Support the adoption and integration of new technologies, including AI-driven solutions, to enhance workforce management capabilities (AI experience is a plus, but not required). + Assume additional responsibilities as needed, supporting the broader goals of the workforce management team. Qualifications: + 2+ years of experience in workforce management, with demonstrated expertise in forecasting, capacity planning, scheduling, and real-time management (call center or similar environment preferred). + Advanced proficiency in Excel (including pivot tables, formulas, and data analysis tools) and strong skills in Office 365 applications (Outlook, Teams, PowerPoint, etc.). + Hands-on experience with NICE CXOne, IEX, and Power BI. + Strong analytical, mathematical, and problem-solving abilities. + Excellent communication and collaboration skills. + Experience with workforce management platforms and CRM systems. + Knowledge of AI/machine learning applications in workforce management is a plus. + Bachelor’s degree or equivalent experience preferred. We offer you A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization. Our Colleague Experience: From helping clients gain access to capital after natural disasters, to creating access to health care and retirement for millions, Aon colleagues empower results for our clients, communities, and each other every day. They make a difference, work with the best, own their potential, and value one another. This is the Aon Colleague Experience, defining what it means to work at Aon and realizing our vision of empowering human and economic possibility. To learn more visit Aon Colleague Experience (http://www.aon.com/about-aon/careers/meet-your-future-team.jsp) . About Aon: Aon plc (NYSE:AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. Our more than 72,000 colleagues worldwide empower results for clients in over 120 countries with innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. To learn more visit aon.com.