Workforce Analyst

The AES Corporation; Dayton (OH); On-site; USD 60,000 - 85,000; Full time

Job summary

The AES Corporation, a leading US-based power company, is seeking a Workforce Analyst to optimize contact center performance through workforce management, scheduling, real-time adherence, and reporting. The role connects Customer Operations with leadership to ensure service levels, accuracy, and cost efficiency.

The ideal candidate will be detail-oriented, analytical, and collaborative, thriving in a fast-paced environment with a proactive mindset, and proficiency in Genesys Cloud and Excel.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• 2+ years of workforce management or contact center operations experience.
• Experience with Genesys Cloud or similar WFM platforms.
• Strong proficiency in Microsoft Excel and data analysis.
• Ability to manage sensitive information and meet deadlines.

Responsibilities

• Develop, maintain, and publish agent schedules aligned to volume and service targets.
• Manage shift bids, rotations, time‑off requests, and trades.
• Monitor real-time adherence and intraday adjustments to meet KPIs.
• Resolve timekeeping discrepancies and support payroll alignment.
• Develop reports and dashboards on staffing, adherence, and performance trends.
• Collaborate with Customer Care, WFM, HR, and Payroll to ensure alignment.

Skills

Data analysis

Excel

Communication skills

Collaboration

Analytical thinking

Prioritization

Education

Bachelor’s degree in Business, Statistics, HR, or related field

Tools

Genesys Cloud

Verint

NICE

Kronos

Job description

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, the largest US-based global power company with a team of 8,300 employees across 12 countries.

AES has been ranked #1 by BloombergNEF in renewable energy sales to corporations in the US and Americas for five consecutive years, providing electricity for millions of people worldwide.

We are proud to foster a strong workplace culture, earning prominent positions in Great Place to Work™ rankings across the markets where we operate. AES was also named one of the World’s Most Ethical Companies for the 13th consecutive year in 2026, highlighting our dedication to integrity, transparency, and responsible business practices.

Our spirit of innovation continues to earn industry recognition. AES is the only seven‑time winner of the Edison Electric Institute’s Edison Awards in the twenty‑first century, a distinction honoring global leadership in advancing the electric power industry.

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 more sustainable future, we're powering it.

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.

Key Responsibilities

Workforce Management & Scheduling

• 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 skills
• Excellent verbal and written communication skills
• Ability to influence without direct authority and work effectively across teams

Key Competencies

• Data-driven decision making and analytical thinking
• Ownership and accountability for workforce processes
• Adaptability in a fast‑changing operational environment
• Strong cross‑functional collaboration and communication
• Positive attitude with a willingness to take on additional responsibilities

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.