Develop, maintain, and publish agent schedules in Genesys Cloud aligned to predicted interaction volumes and service level targets
Manage shift bids, schedule rotations, time-off requests, and shift trades
Ensure appropriate staffing coverage across all intervals, including after-hours and special events
Partner with forecasting and operational leadership to align staffing plans with business needs
Real-Time Adherence & Intraday Management
Monitor real-time adherence (RTA) and agent activity within Genesys Cloud
Identify and address out-of-adherence behaviors in partnership with supervisors
Educate and influence contact center leaders to support execution of intraday adjustments (e.g., resource reallocation, schedule changes)
Support achievement of key performance indicators including Service Level, ASA, and Abandon Rate
Timecard & Attendance Administration
Resolve timekeeping discrepancies including missed punches, meal adjustments, and overtime
Track attendance, tardiness, and leave balances; ensure proper documentation and policy adherence
Process historical edits and ensure alignment with payroll processes
Serve as a subject matter resource for employee and leader timekeeping inquiries
Reporting & Analytics
Develop and maintain reports and dashboards on staffing, adherence, and performance trends
Analyze workforce data to identify opportunities to improve efficiency and reduce overtime
Proactively deliver actionable insights and recommendations to leadership
Support KPI tracking including adherence, occupancy, shrinkage, and service metrics
Cross-Functional Collaboration
Partner with Customer Care, Workforce Management, HR, and Payroll teams to ensure operational alignment
Communicate staffing risks, trends, and recommendations clearly and proactively
Support system enhancements, process improvements, and workforce initiatives
Collaborate across business units to drive consistency in workforce practices
Operational Support
Maintain timely response to real-time staffing needs via email, Teams, and attendance lines
Support implementation and optimization of workforce tools, including Genesys Cloud
Perform additional duties and special projects as assigned
Required Qualifications
Bachelor's degree in Business, Statistics, HR, or related field preferred; equivalent experience considered.
2+ years of workforce management or contact center operations experience
Experience with Genesys Cloud or similar WFM platforms (e.g., Verint, NICE, Kronos)
Strong proficiency in Microsoft Excel and data analysis
High attention to detail with the ability to manage sensitive and confidential information
Ability to prioritize, multitask, and meet deadlines in a dynamic environment
Preferred Skills
Experience with timekeeping systems (Oracle, Kronos, or similar)
Knowledge of contact center KPIs (ASA, Service Level, AHT, Adherence, Shrinkage)
Strong analytical and problem-solving
Additional Information
Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that's 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 you're 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 Agreement's 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 you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.
Job Summary
The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard administration, and operational reporting. This role serves as a critical link between Customer Operations, leadership, and support teams to ensure service level goals are consistently achieved while maintaining accuracy, efficiency, and cost control.
The ideal candidate is detail-oriented, analytical, and collaborative, with the ability to adapt in a fast-paced environment and a proactive, solutions-focused mindset.
Aes · Dayton, OH