Advisor, Workforce Analysis

Advisor, Short-Term Workforce Analyst

The Advisor, Short-Term Workforce Analyst is responsible for supporting operational excellence through accurate short-term forecasting, planning, project support, scheduling, and reporting across all contact center channels including calls, emails, chats and texts. This role requires strong analytical skills, advanced proficiency in Microsoft Excel and Power BI, and the ability to collaborate cross-functionally to ensure optimal service levels and business continuity during service disruptions.

What You'll Do for Us

• Develop and maintain short-term forecasts for call, email, and chat / text volumes using predictive and prescriptive analytics (30-minute interval to at least 3 weeks in advance).
• Maintain Workforce Management system (Genesys) with accurate volume, average handle time, arrival patterns, staffing, shrinkage, and other drivers for phone volume streams. Maintain Excel and Power BI with accurate volume, average handle time, arrival patterns, staffing, shrinkage, and other drivers for email / chat / text volume streams.
• Collaborate with Operations teams to understand business drivers and incorporate insights with updated volume, average handle time, shrinkage and other drivers into forecasting models (Genesys and manual Excel / Power BI models) for all volume streams.
• Create and maintain dashboards and reports using Microsoft Excel, Power BI, and other MS Office tools such as PowerApps, Power Automate, SharePoint, MS Forms.
• Responsible for accurate collection and analytics of data
• Conduct regular trend analysis for specific lines of business
• Monitor real-time and historical contact volume trends to inform staffing and scheduling decisions.
• Partner with long term forecasters and intraday teams to ensure end-to-end planning and execution is aligned
• Coordinate with cross-functional teams to manage volume redirection during service disruptions.
• Facilitate regular forecast meetings with LOB partners
• Maintain a deep understanding of staffing availability and contact volume streams across all channels.
• Support scheduling processes to ensure optimal service levels and resource utilization.
• Proactively identify opportunities for process improvement and automation within workforce planning.
• Assist with ad-hoc requests and general strategy development
• Align front-line shifts with workload projections to support prompt customer service via weekly schedule optimization, schedule bids, mini bids and vacation bids, overtime and voluntary time off

Qualifications

What We Can Do for You

The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Companys sponsorship to continue to work legally in the United States.

Skills : Analytical Thinking, Aspect eWorkforce Management, Collaborating, Communication, Computer Literacy, Customer Relationship Management (CRM), Customer Service, Data Analysis, Data Analytics, Data Mining, Data Research, Detail-Oriented, Forecasting, Forecasting Models, Genesys Workforce Management, Impact 360, Market Trends, Microsoft Excel, Microsoft Office, Microsoft Power Business Intelligence (BI), NICE IEX Workforce Management, Oral Communications, Predictive Forecasting, Problem Solving

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.

Annual Incentive Reference Value Percentage : 7.5

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

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 whats 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.