At The Coca-Cola Company, we're looking for an Advisor, Workforce Analysis to drive operational excellence within our contact center operations. You will be responsible for accurate short-term forecasting, planning, and scheduling across all customer contact channels, including calls, emails, chats, and texts. Your work will directly ensure we meet service level targets and maintain business continuity.

What You'll Do

Develop and maintain short-term forecasts for call, email, and chat/text volumes using predictive and prescriptive analytics, projecting from 30-minute intervals to at least 3 weeks in advance.
Maintain the Workforce Management system (Genesys) with accurate volume, average handle time, arrival patterns, and staffing data for phone volume streams.
Maintain Excel and Power BI models with accurate drivers for email, chat, and text volume streams.
Collaborate with Operations teams to understand business drivers and incorporate insights into forecasting models for all channels.
Create and maintain dashboards and reports using Microsoft Excel, Power BI, and other MS Office tools such as PowerApps, Power Automate, SharePoint, and MS Forms.
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 alignment.
Coordinate with cross-functional teams to manage volume redirection during service disruptions.
Facilitate regular forecast meetings with line-of-business partners.
Support scheduling processes, including weekly optimization, schedule bids, and managing overtime, 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.

What We're Looking For

Proven experience in workforce management, forecasting, or scheduling in a contact center environment.
Advanced proficiency in Microsoft Excel (pivot tables, formulas, macros) and Power BI.
Strong knowledge of the Microsoft Office Suite for reporting and dashboard creation.
Experience with omnichannel forecasting and scheduling for calls, emails, chats, and texts.
Strong analytical, problem-solving, and communication skills.
Ability to work collaboratively across departments, including with leadership, and manage multiple priorities proactively.
Ability to multi-task, meet deadlines, and adapt easily to change.
Excellent time management, organizational skills, and the ability to collaborate and influence others.

Nice to Have

A BS/BA degree in Business, Finance, Mathematics, or a related discipline.
Required Workforce Management experience.
Previous forecasting experience.

Technical Stack

Microsoft Excel, Power BI, Microsoft Office Suite
PowerApps, Power Automate, SharePoint, MS Forms
Genesys Workforce Management

Benefits & Compensation

Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the world's most popular brands.
Expansive & Diverse Customers: Work with a wide range of customers from retail and grocery outlets to theme parks, movie theatres, and restaurants.
Large & Connected Network: Gain exposure to cross-functional teams across the country and globe, enhancing and maintaining global connections.
Innovative Technology: Utilize and help lead the market with a large supply chain network and state-of-the-art technology.
Compensation range: $60,200 - $74,100.

Work Mode

This position is local-country based in the United States of America.

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.