Workforce Analytics Specialist – Contact Center

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

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.