Workforce Optimization Analyst (Contact Center)

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

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.