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Listing evidence and provenance
- Source
- Workday View original listing
- Freshness
- Open in the current public read path; this is not an employer guarantee.Last observed October 27, 2026
- Classification
- Modern power-system classification not yet published for this listing.Legacy source industry field: Power Generation
- Pay provenance
- Estimated benchmark; not employer-provided
Job Description
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.
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
- 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
- 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 with a willingness to take on additional responsibilities
Ready to Apply?
Apply directly on AES's site
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