Workforce Analytics & Scheduling Specialist

AES Corporation; Moraine (OH); Presencial; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

AES Corporation in Moraine, OH is seeking a proactive Workforce Analyst to optimize contact center performance through scheduling, real-time adherence, timecard administration, and reporting. You will bridge Customer Operations with leadership to ensure service levels are met while controlling costs.

You will develop agent schedules in Genesys Cloud, monitor intraday adjustments, support timekeeping and payroll processes, and deliver insights through dashboards.

Formación

• Bachelor’s degree in Business, Statistics, HR, or related field.
• 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 confidential information and meet deadlines.

Responsabilidades

• Develop, maintain, and publish agent schedules in Genesys Cloud aligned to volumes and service targets.
• Monitor Real-Time Adherence and intraday adjustments with supervisors.
• Resolve timekeeping discrepancies and support payroll processes.
• Produce reports and dashboards on staffing, adherence, and performance trends.
• Collaborate with Customer Care, HR, and Payroll to ensure operational alignment.
• Communicate staffing risks and recommendations clearly to leadership.

Conocimientos

Detail-oriented

Analytical

Collaborative

Communication skills

Time management

Educación

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

Equivalent experience considered

Herramientas

Genesys Cloud

Verint

NICE

Kronos

Microsoft Excel

Descripción del empleo

AES Corporation in Moraine, OH is seeking a proactive Workforce Analyst to optimize contact center performance through scheduling, real-time adherence, timecard administration, and reporting. You will bridge Customer Operations with leadership to ensure service levels are met while controlling costs.

You will develop agent schedules in Genesys Cloud, monitor intraday adjustments, support timekeeping and payroll processes, and deliver insights through dashboards.