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Workforce Analyst

The Coca-Cola Company

  • Location: ALPHARETTA, GA - USA
  • Post Date: 1/12/2019
  • Job Type: FULL TIME
  • Post End Date: January 21 - 2019
  • TRAVEL REQUIRED: 00% - 25%
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Job ID: R-22905

Position Overview:

Job Description Summary
Why Join Coca-Cola North America?

It's an exciting time to work in The Coca-Cola Company's flagship market. We're accelerating our momentum as the fastest-growing large consumer goods company in North America by putting people at the heart of our business and everything we do - whether we're innovating to give consumers the drinks and packaging sizes they want, or building our eCommerce capabilities. People are our focus when we're collaborating with our diverse network of locally-connected bottling partners, and when we're returning every drop of water we use to communities and nature. And people - with the different backgrounds, skills and perspectives they bring to our workplace - are helping transform our business, one big idea at a time. We empower our employees to challenge the status quo, make bold recommendations, experiment and adapt, so we can grow together and make a great business even better

Function Specific Activities:


  • Create accurate contact center forecasts (30-minute interval to weekly)
  • Maintain Workforce Management system (Verint/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.


  • 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


  • BS/BA degree in related discipline (Business, Finance or Mathematics)
  • Previous WFM experience preferred
  • Previous forecasting experienced preferred
  • Advanced Microsoft Excel skills

Job Requirements:

Years of Experience:

1-2 Years Experience

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

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. Apply
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