Workforce Analyst

Are you ready to be part of a company that'snot just talking about the future, but actively shaping it? Join The AES Corporation, the largest US-based global power company witha teamof 8,300employees across 12 countries.

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Ifyou'reready to be part of a company that'snot just adapting to change, but driving it, AES is the place for you.

We'renot just building a more sustainable future , we'repowering it.

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.

• 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

• 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

• 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

• 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

• 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…