Workforce Analyst
AES•Indianapolis, IN
•Onsite
About The Position
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.
Requirements
- Bachelor’s 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
Nice To Haves
- 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
Responsibilities
- 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 workforce practices
- 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
Benefits
- AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
