Advisor, Intraday Analyst

Coca-Cola•Atlanta, GA

17d

About The Position

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. We’re looking for a candidate with a high degree of time management, self-motivation, judgment and critical thinking, attention to detail and negotiation skills.

Requirements

2 + years c ustomer s ervice or c ontact c enter 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.

Responsibilities

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.