Workforce Analyst

AES Corporation; Ohio; On-site; USD 60,000 - 85,000; Full time

Job summary

AES Corporation in the United States is seeking a Workforce Analyst to optimize contact center performance through scheduling, real-time adherence monitoring, timecard administration, and operational reporting. This role partners with Customer Operations and leadership to meet service level goals while controlling costs.

The ideal candidate is detail-oriented, analytical, and collaborative in a fast-paced environment.

Qualifications

• Detail-oriented, analytical, and collaborative.
• Experience in contact centers or customer operations preferred.
• Ability to thrive in a fast-paced environment and work cross-functionally.

Responsibilities

• Develop, maintain, and publish agent schedules aligned to predicted volumes and service level targets.
• Monitor real-time adherence and agent activity; implement intraday adjustments as needed.
• Manage timekeeping, attendance, and payroll-related updates; resolve discrepancies.
• Develop and maintain reports and dashboards on staffing, adherence, and performance trends.

Skills

Workforce management

Scheduling

Real-time monitoring

Data analysis

Tools

Genesys Cloud

Job description

Are you ready to be part of a companythat'snot just talking about the future, but actively shaping it? Join The AES Corporation, the largest US-based global power company witha teamof 8,300employees across 12 countries.

AES has beenranked #1 byBloombergNEFin renewable energy sales to corporations in the US and Americas for five consecutive years, providing electricityformillions of peopleworldwide.

We are proud to foster a strong workplace culture, earning prominent positions in Great Place to Work rankings across the markets where weoperate. 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 honoringglobal leadership in advancing the electric power industry.

Ifyou'reready to be part of a companythat'snot just adapting to change, but driving it, AES is the place for you.We'renot just building a more sustainable future,we'repowering it. Apply now and energize your career with a true leader inglobalenergy.

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 overtimetion> ...