Advisor, Workforce Analysis

Location(s): United States of America City/Cities: Remote Travel Required: 00% - 25% Relocation Provided: No Job Posting End Date: July 2, 2024 Shift:

Job Description

Summary: The Advisor, Workforce Analysis provides short term forecasting, planning, and project support for operations teams within the customer contact center. What You'll Do for Us • Create accurate contact center forecasts (30-minute interval to weekly) • Maintain Workforce Management system (Genesys) with accurate call volume, average handle time, arrival patterns, staffing, shrinkage, etc. • Maintain external models (Excel) with updated call volume, average handle time, shrinkage and other drivers • Responsible for accurate collection and analytics of data • Conduct regular trend analysis for specific lines of business • Partner with long term forecasters and intraday teams to ensure end-to-end planning and execution is aligned • Identify potential process improvements • Facilitate regular forecast meetings... with LOB partners • Assist with ad-hoc requests and general strategy development • Report and analyze current and historical staffing trends, make staffing recommendations. • Align front-line shifts with workload projections to support prompt customer service. Qualifications & Requirements • High School Diploma or GED equivalent • Preferred: BS/BA degree in related discipline (Business, Finance or Mathematics) • Previous WFM experience preferred • Previous forecasting experienced preferred • Advanced Microsoft Excel skills Functional Skills • Proven aptitude for math and analytics • Strong Microsoft Office skills (Excel, Word, Power Point) • Strong communication skills • Ability to multi-task and meet deadlines • Ability to collaborate and influence others • Easily adapts to change • Excellent time management and organization skills What We Can Do for You • Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico. • Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day. • Large & Connected Network: Ability & exposure to cross-functional connected teams across the country & globe allow you to enhance and maintain global connections that allow us to move faster and learn from others. • Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day. Skills: Analytical Thinking, Communication, Detail-Oriented, Forecasting, Microsoft Applications, Microsoft Excel, Predictive Forecasting, Problem Resolution, Process Improvements, Strategic Planning, Teamwork, Time Management, Workforce Management (WFM), Workforce Planning Pay Range: $60,200 - $74,100 Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered. Our Purpose and Growth Culture: We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors - curious, empowered, inclusive and agile - and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws Apply Job!