Level Workforce Jobs in Ohio (NOW HIRING)

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Job Summary

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.

Key Responsibilities

Workforce Management & Scheduling

• 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

Real-Time Adherence & Intraday Management

• 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

Timecard & Attendance Administration

• 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

Reporting & Analytics

• 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

Cross-Functional Collaboration

• 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

Operational Support

• 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

Required Qualifications

• 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

Preferred Skills

• 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

Key Competencies

• 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

AES 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.

Required

Preferred

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