Workforce Analytics & Scheduling Analyst

aes; Dayton (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

The Workforce Analyst at AES Corporation will optimize 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.

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

Responsibilities

• 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
• 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
• Support achievement of key performance indicators including Service Level, ASA, and Abandon Rate
• 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
• 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
• 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
• 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

Skills

WFM experience

Data analysis

Attention to detail

Communication

Multitasking

Education

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

Tools

Genesys Cloud

Excel

Kronos

Verint

Job description

The Workforce Analyst at AES Corporation will optimize 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.