Consultant, Sr. Workforce Analyst

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

April 26, 2024

Shift:

Job Description Summary:

The Consultant, Sr. Workforce Analyst provides contact volume forecasting, headcount planning, and project support for the Customer Contact Center. The Sr Workforce Analyst supports the WFM team as an administrator of the WFM system and leader of the team. In addition to their primary deliverables, the Sr Workforce Analyst ensures the team’s deliverables are on time and high quality.

What You’ll Do for Us

• Create accurate contact center forecasts (short and long term)
• Work closely with cross functional teams to align workforce staffing strategies
• Maintain Workforce Management system (Genesys) with accurate call volume, average handle time, arrival patterns, staffing, shrinkage, etc.
• Maintain external models (Excel) with updated volume, average handle time, shrinkage and other drivers.
• Conduct regular trend analysis for specific lines of business.
• Partner with forecasters and intraday analysts 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.

Qualifications & Requirements

• Education Requirements: BS/BA degree in related discipline (Business, Finance or Mathematics) preferred
• Previous WFM experience required
• Previous forecasting experienced required
• Proven aptitude for math and analytics
• Strong communication skills
• Advanced Microsoft Excel skills
• Ability to multi-task and meet deadlines
• Ability to collaborate and influence others
• Excellent time management and organization skills
• Knowledge in PowerBI preferred
• Strong analytical skills to interpret data, identify trends and make actionable recommendations

 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.

Skills:

Capacity Planning, Computer Literacy, Customer Service, Detail-Oriented, Management Information Reports, Oral Communications, Technical Support, Troubleshooting

Pay Range:

$79,300 - $96,000

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 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. 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.