Workforce Analyst

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 (NYSE: AES), a Fortune 500 company that's 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 you're 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 Agreement's 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 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 cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.Job SummaryThe 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 ResponsibilitiesWorkforce Management & SchedulingDevelop, maintain, and publish agent schedules in Genesys Cloud aligned to predicted interaction volumes and service level targetsManage shift bids, schedule rotations, time-off requests, and shift tradesEnsure appropriate staffing coverage across all intervals, including after-hours and special eventsPartner with forecasting and operational leadership to align staffing plans with business needsReal-Time Adherence & Intraday ManagementMonitor real-time adherence (RTA) and agent activity within Genesys CloudIdentify and address out-of-adherence behaviors in partnership with supervisorsEducate 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 RateTimecard & Attendance AdministrationResolve timekeeping discrepancies including missed punches, meal adjustments, and overtimeTrack attendance, tardiness, and leave balances; ensure proper documentation and policy adherenceProcess historical edits and ensure alignment with payroll processesServe as a subject matter resource for employee and leader timekeeping inquiriesReporting & AnalyticsDevelop and maintain reports and dashboards on staffing, adherence, and performance trendsAnalyze workforce data to identify opportunities to improve efficiency and reduce overtimeProactively deliver actionable insights and recommendations to leadershipSupport KPI tracking including adherence, occupancy, shrinkage, and service metricsCross-Functional CollaborationPartner with Customer Care, Workforce Management, HR, and Payroll teams to ensure operational alignmentCommunicate staffing risks, trends, and recommendations clearly and proactivelySupport system enhancements, process improvements, and workforce initiativesCollaborate across business units to drive consistency in workforce practicesOperational SupportMaintain timely response to real-time staffing needs via email, Teams, and attendance linesSupport implementation and optimization of workforce tools, including Genesys CloudPerform additional duties and special projects as assignedRequired QualificationsBachelor’s degree in Business, Statistics, HR, or related field preferred; equivalent experience considered.2+ years of workforce management or contact center operations experienceExperience with Genesys Cloud or similar WFM platforms (e.g., Verint, NICE, Kronos)Strong proficiency in Microsoft Excel and data analysisHigh attention to detail with the ability to manage sensitive and confidential informationAbility to prioritize, multitask, and meet deadlines in a dynamic environmentPreferred SkillsExperience with timekeeping systems (Oracle, Kronos, or similar)Knowledge of contact center KPIs (ASA, Service Level, AHT, Adherence, Shrinkage)Strong analytical and problem-solving skillsExcellent verbal and written communication skillsAbility to influence without direct authority and work effectively across teamsKey CompetenciesData-driven decision making and analytical thinkingOwnership and accountability for workforce processesAdaptability in a fast-changing operational environmentStrong cross-functional collaboration and communicationPositive attitude with a willingness to take on additional responsibilitiesAES 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.