Advisor, Workforce Analysis

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 You’ll 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 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:

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 …