Workforce Analyst

Saved job description

Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation, the largest US-based global power company with a team of 8,300 employees across 12 countries.  

AES has been  ranked #1 by BloombergNEF  in renewable energy sales to corporations in the US and Americas for five consecutive years, providing electricity for  millions of people worldwide.   

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

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a more sustainable future ,  we're powering it. Apply now and energize your career with a true leader in global energy. 

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 overtime

Proactively deliver actionable insights and recommendations to leadership

Support KPI tracking including adherence, occupancy, shrinkage, and service metrics

Cross-Functional Collaboration

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

Operational Support

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

Required 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

Preferred Skills

Experience with timekeeping systems (Oracle, Kronos, or similar)

Knowledge of contact center KPIs (ASA, Service Level, AHT, Adherence, Shrinkage)

Strong analytical and problem-solving skills

Excellent verbal and written communication skills

Ability to influence without direct authority and work effectively across teams

Key Competencies

Data-driven decision making and analytical thinking

Ownership and accountability for workforce processes

Adaptability in a fast-changing operational environment

Strong cross-functional collaboration and communication

Positive attitude with a willingness to take on additional responsibilities

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.