Location(s):
United States of America
City/Cities:
Remote
Travel Required:
00% – 25%
Relocation Provided:
No
Job Posting End Date:
August 16, 2024
Shift:
First Shift (United States of America)
Job Description Summary:
The Advisor, Intraday Analyst is responsible for monitoring, analyzing, and optimizing workforce operations in real-time to ensure that service level agreements (SLAs) and operational efficiency targets are met. The analyst will work closely with operations, forecasting/scheduling, and management teams to respond to real-time fluctuations in demand and to implement strategic plans quickly and effectively. Were looking for a candidate with a high degree of time management, self-motivation, judgment and critical thinking, attention to detail and negotiation skills.
What Youll Do for Us
Real-Time Monitoring & Analysis:
Continuously monitor real-time workforce performance indicators, such as call volumes, wait times, service levels, and agent productivity.
… Identify and address emerging trends, including peaks and troughs in workload, promptly.
Analyze real-time data to identify opportunities for improving service levels, productivity, and operational efficiency.
Resource Management:
Make real-time adjustments to staffing levels, including reallocating resources across different tasks or departments as needed.
Coordinate with team leaders and supervisors to manage unexpected absences, breaks, and schedule adherence.
Implement and communicate intraday schedule changes and updates to the team.
Reporting & Communication:
Provide real-time updates and reports to stakeholders, including management, operations, and scheduling teams.
Communicate critical information regarding performance metrics and issues affecting service delivery.
Prepare and present post-event analysis and recommendations to improve future workforce planning.
System Utilization:
Utilize workforce management software and tools to track, analyze, and report real-time operational performance.
Ensure accurate and timely input of data into workforce management systems.
Implement system enhancements and optimizations to improve real-time monitoring and reporting capabilities.
Problem Solving & Decision Making:
Proactively identify and address potential operational issues before they impact service delivery.
Develop and execute contingency plans to handle unexpected changes in demand or staffing availability.
Collaborate with cross-functional teams to implement process improvements and best practices.
Assist with projects per business needs.
Qualifications & Requirements
2+ years customer service or contact center experience with great communication and people skills.
Advanced skills in data analysis and reporting, including proficiency in Excel or other data visualization tools.
Ability to accurately input data, write routine reports and correspondence.
Proven experience as a workforce analyst or in a similar role in a high-volume operational environment.
Proficiency in workforce management software and tools (e.g., Genesys, NICE inContact, Verint, Aspect).
Strong analytical, problem-solving, and decision-making skills.
Excellent communication and interpersonal skills.
Ability to work in a fast-paced and dynamic environment, adapting quickly to changes.
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:
Analytical Decision Making, Analytical Thinking, Analytics Insights, Call Center, Forecasting, Genesys Workforce Management, Microsoft Excel, Microsoft Power BI, organization, Performance Metrics, Problem Resolution, Problem Solving, Process Improvements, Scheduling, Service Levels, Trend Analysis, Workforce Planning
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.
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 whats 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
