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 Youll 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 over250 productswith some of the most popular brandsin 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 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. 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