Hybrid Workforce Analyst — Contact Center Optimization

AES Corporation; Dayton (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

AES Corporation is seeking a Workforce Analyst in Dayton, OH. The role focuses on optimizing contact center performance through workforce management, scheduling, real-time adherence, and reporting.

You will partner with leadership to ensure service levels, efficiency, and cost control. The ideal candidate has 2+ years in workforce management, strong Excel skills, and experience with Genesys Cloud or similar platforms.

Qualifications

• Bachelor’s degree preferred; equivalent experience considered.
• 2+ years in workforce management or contact center operations.
• Experience with WFM platforms (Genesys Cloud or similar).
• Strong Excel and data analysis skills.
• Attention to detail with sensitive information.

Responsibilities

• Develop, maintain, and publish agent schedules aligned to volume and service targets.
• Monitor Real-Time Adherence and intraday adjustments with supervision.
• Manage timekeeping, attendance, and payroll-aligned edits.
• Create and maintain staffing reports and dashboards; analyze trends.
• Collaborate with Care, WFM, HR, and Payroll to align operations.

Skills

Workforce management

Data analysis

Excel

Communication

Multitasking

Education

Bachelor's degree in Business/Statistics/HR or related field

Tools

Genesys Cloud

Verint

NICE

Kronos

Job description

AES Corporation is seeking a Workforce Analyst in Dayton, OH. The role focuses on optimizing contact center performance through workforce management, scheduling, real-time adherence, and reporting.

You will partner with leadership to ensure service levels, efficiency, and cost control. The ideal candidate has 2+ years in workforce management, strong Excel skills, and experience with Genesys Cloud or similar platforms.