Workforce Analyst

AES US•Dayton, OH

About The Position

The Workforce Analyst optimizes contact center performance through workforce management practices, including scheduling, real-time adherence monitoring, timecard administration, and operational reporting. The role connects Customer Operations, leadership, and support teams to help achieve service level goals while maintaining accuracy, efficiency, and cost control. The ideal candidate is detail-oriented, analytical, collaborative, adaptable in a fast-paced environment, and proactive in finding solutions. The analyst develops and maintains agent schedules in Genesys Cloud based on predicted interaction volumes and service targets; manages shift bids, schedule rotations, time-off requests, and shift trades; monitors adherence and agent activity; resolves timekeeping discrepancies; and creates reports and dashboards. The role also analyzes workforce data, communicates staffing risks and recommendations, collaborates with Customer Care, Workforce Management, HR, and Payroll, and supports workforce tools and process improvements.

Requirements

At least 2 years of workforce management or contact center operations experience.
Experience with Genesys Cloud or similar workforce management platforms, such as Verint, NICE, or Kronos.
Strong proficiency in Microsoft Excel and data analysis.
High attention to detail and ability to manage sensitive and confidential information.
Ability to prioritize, multitask, and meet deadlines in a dynamic environment.

Nice To Haves

Bachelor’s degree in Business, Statistics, HR, or a related field; equivalent experience is considered.
Experience with timekeeping systems such as Oracle, Kronos, or similar.
Knowledge of contact center KPIs, including ASA, Service Level, AHT, Adherence, and Shrinkage.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Ability to influence without direct authority and work effectively across teams.
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 and willingness to take on additional responsibilities.

Responsibilities

Develop, maintain, and publish agent schedules in Genesys Cloud aligned with predicted interaction volumes and service level targets.
Manage shift bids, schedule rotations, time-off requests, and shift trades.
Ensure appropriate staffing coverage across intervals, including after-hours and special events.
Partner with forecasting and operational leadership to align staffing plans with business needs.
Monitor real-time adherence and agent activity in Genesys Cloud, and address out-of-adherence behaviors with supervisors.
Educate and influence contact center leaders to execute intraday adjustments, such as resource reallocation and schedule changes.
Support achievement of Service Level, ASA, and Abandon Rate targets.
Resolve timekeeping discrepancies, including missed punches, meal adjustments, and overtime.
Track attendance, tardiness, and leave balances, ensuring proper documentation and policy adherence.
Process historical timecard edits and align them with payroll processes.
Provide subject matter support for employee and leader timekeeping inquiries.
Develop and maintain reports and dashboards on staffing, adherence, and performance trends.
Analyze workforce data to identify efficiency improvements and opportunities to reduce overtime.
Deliver actionable insights and recommendations to leadership and 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 promote consistent workforce practices.
Respond promptly 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.