Workforce Analyst
Public global power company that owns and operates electricity generation, regulated utilities, LNG infrastructure, renewable energy, and battery-storage assets.
About The AES Corporation
AES develops, constructs, and operates power-generation and distribution businesses, supplying affordable and sustainable power. Its portfolio includes solar, hydro, wind, natural gas, coal, battery storage, utilities, and LNG infrastructure.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will manage agent schedules, staffing coverage, real-time adherence, timecards, attendance, and workforce reports. You will analyze performance trends, support service-level goals, communicate staffing risks, collaborate with operations, HR, and payroll, and improve workforce-management tools and processes.
Requirements
- Two or more years of workforce management or contact-center operations experience
- Experience with Genesys Cloud or a similar workforce-management platform
- Proficiency in Microsoft Excel and data analysis
- Ability to manage sensitive and confidential information
- Ability to prioritize, multitask, and meet deadlines
- Knowledge of contact-center KPIs
Responsibilities
- Develop, maintain, and publish agent schedules in Genesys Cloud
- Manage shift bids, rotations, time-off requests, and shift trades
- Ensure staffing coverage for all intervals, after-hours periods, and special events
- Monitor real-time adherence and agent activity
- Address out-of-adherence behaviors with supervisors
- Support intraday staffing adjustments
- Resolve timekeeping discrepancies and process historical edits
- Track attendance, tardiness, and leave balances
- Develop workforce reports and dashboards
- Analyze workforce data to improve efficiency and reduce overtime
- Deliver recommendations to leadership
- Support KPI tracking
- Communicate staffing risks, trends, and recommendations
- Support workforce tools, system enhancements, and process improvements