Job Information
The Coca-Cola Company Advisor, Workforce Analysis in Atlanta, Georgia
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:
Forecasting; Analytical Thinking; Microsoft Excel; Workforce Management (WFM); Problem Resolution; Microsoft Applications; Time Management; Communication; Predictive Forecasting; Process Improvements; Teamwork; Detail-Oriented; Workforce Planning; Strategic Planning
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.