Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023, we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.

If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.

Key Responsibilities

• Monitor call queues and agent adherence in real time, ensuring service levels and coverage targets are met.

• Build and maintain agent schedules, adjusting for afterhours and special coverage needs.

• Manage shift and vacation bids to support fair and efficient staffing.

• Track attendance and part-time hours, ensuring compliance with company policies.

• Identify and act on opportunities to reduce overtime and optimize staffing.

• Collaborate with the Workforce team to support forecasting and implement best practices across Customer Operations.

• Update reports and dashboards to provide actionable insights to leadership.

• Respond promptly to emails, attendance lines, and Teams chats to resolve staffing and scheduling issues.

• Support the rollout of new workforce management software and process improvements.

• Perform other duties, tasks, and responsibilities as assigned.

Education / Experience (Required)

• Bachelor’s degree in Business, Statistics, HR, or related field preferred; equivalent experience considered.

• 2+ years of workforce management experience in a call center environment.

• Proficiency with WFM software (Genesys Cloud, Verint, Kronos) and advanced Excel/data visualization tools.

• General working knowledge of Microsoft Office applications.

• Proactive problem solver who thinks outside the box to identify and implement improvements.

• Strong analytical and communication skills.

• Ability to work independently, prioritize tasks, and adapt to changing business needs.

• Experience handling confidential information. 

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.