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Advisor, Workforce Analysis
The Advisor, Workforce Analysis provides short-term forecasting, planning, and operational initiatives for the customer contact center. This position focuses on analyzing contact center trends—such as call, email, and chat volumes; volume patterns; staff productivity; attrition; and resource allocation to ensure optimal service delivery. The Advisor uses data-driven insights to forecast volume arrival, develop staffing and scheduling plans, and support capacity planning efforts. This role also collaborates across departments to manage volume redirection during service disruptions and maintains a deep understanding of staffing availability and contact volume streams.
**Required to come to the Atlanta office to collaborate with stakeholders as needed**
What You’ll Do for Us
- Create accurate contact center forecasts (30-minute interval to weekly)
- Maintain Workforce Management system (Genesys) with accurate volume, average handle time, arrival patterns, staffing, shrinkage, and other drivers
- Maintain external models (Excel/Power BI) with updated 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 othersEasily adapts to changeExcellent 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:
Technical Support; NICE IEX Workforce Management; Relationship Building; Customer Relationship Management (CRM); Analytical Thinking; Aspect eWorkforce Management; Troubleshooting; Customer Service; Microsoft Excel; Computer Literacy; Impact 360; Microsoft Office; Data Analytics; Communication; Oral Communications; Workforce Planning; Predictive Forecasting; Genesys Workforce Management; Detail-Oriented; Microsoft Power Business Intelligence (BI); Recordkeeping
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 Company’s sponsorship to continue to work legally in the United States.
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.
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.
The Coca-Cola Company is an Equal Employment Opportunity/Affirmative Action employer. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please click here. You can also view our employment policies or if you have a question on fraudulent recruitment activity.
