Workforce Analyst

Are you ready to be part of a company thats not just talking about the future but actively shaping it Join The AES Corporation (NYSE: AES) a Fortune 500 company thats leading the charge in the global energy revolution. With operations spanning 14 countries AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work you can be confident that youre joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations and with $12.7B in revenues in 2023 we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future AES is committed to meeting the Paris Agreements goals by 2050. Our innovative solutions such as 24/7 carbon-free energy for data centers are setting the pace for rapid global decarbonization.

If youre ready to be part of a company thats not just adapting to change but driving it AES is the place for you. Were not just building a cleaner more sustainable future - were powering it. Apply now and energize your career with a true leader in the global energy transformation.

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

• Bachelors 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