Advisor, Workforce Analysis

The Coca-Cola Company • Atlanta, GA

1d • Remote

About The Position

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 PowerBI 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 (phone/email/chat/text). 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

Requirements

• Proven experience in workforce management, forecasting, or scheduling in a contact center environment.
• Advanced proficiency in Microsoft Excel (e.g., pivot tables, formulas, macros) and Power BI.
• Strong knowledge of Microsoft Office Suite for reporting and dashboard creation.
• Experience with omnichannel forecasting and scheduling (calls, emails, chats, text).
• Strong analytical, problem-solving, and communication skills.
• Ability and initiative to work collaboratively across departments including levels of leadership and manage multiple priorities.
• Required WFM experience preferred
• Previous forecasting experienced preferred
• 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

Nice To Haves

• BS/BA degree in related discipline (Business, Finance or Mathematics)

Responsibilities

• 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 PowerBI 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 (phone/email/chat/text).
• 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

Benefits

• 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.
• A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
• We believe a diverse, equitable and inclusive workplace makes us a stronger and more innovative company.
• This includes supporting the financial and personal well-being of our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level