Workforce Analyst

Location: Hybrid, US, Dayton, OH

Company

hirify.global is a US-based global power company operating across 12 countries and providing renewable electricity to millions of people worldwide.

What you will do

• Develop, maintain, and publish agent schedules in Genesys Cloud based on predicted interaction volumes and service-level targets.
• Manage shift bids, rotations, time-off requests, shift trades, and staffing coverage for regular hours, after-hours, and special events.
• Monitor real-time adherence and agent activity, address out-of-adherence behavior, and support intraday resource reallocations and schedule changes.
• Resolve timekeeping discrepancies, administer timecards and attendance records, process historical edits, and support payroll alignment.
• Build reports and dashboards, analyze staffing and performance trends, identify efficiency and overtime-reduction opportunities, and provide recommendations to leadership.
• Collaborate with Customer Care, Workforce Management, HR, Payroll, supervisors, and other business units on operational alignment, system enhancements, process improvements, and workforce initiatives.

Requirements

• Bachelor’s degree in Business, Statistics, HR, or a related field preferred; equivalent experience is considered.
• At least 2 years of workforce management or contact center operations experience.
• Experience with Genesys Cloud or a similar workforce management platform, 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 have

• Experience with timekeeping systems such as Oracle, Kronos, or similar tools.
• 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.

Culture & Benefits

• Hybrid work arrangement in Dayton, Ohio.
• Collaborative work across Customer Care, Workforce Management, HR, Payroll, and other business units.
• Focus on diversity, inclusion, integrity, transparency, and responsible business practices.
• Equal employment opportunity for qualified applicants regardless of protected characteristics.