About CookUnity
Food has lost its soul to modern convenience. And with it, has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 35 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul.Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission:
empower Chefs to nourish the world.
If that mission has you hungry in more ways than one, you’ve found the right job posting.
About the Team:
We are looking for a WFM Analyst to work with the Customer Support Manager. The ideal candidate will play a crucial role in maintaining service level agreements (SLAs), improving workforce allocation, and providing actionable insights to stakeholders in real-time.
The role:
We are seeking a proactive and detail-oriented Workforce Management Analyst to monitor, analyze, and manage workforce operations to ensure optimal performance and efficiency in a dynamic environment. This person will play a vital role within the team, designed to ensure that resources are optimally utilized, service levels are met, and the overall efficiency of the team is consistently improved.
Responsibilities:
- Real-Time Monitoring: Train and monitor live operations, queues, agent activities, and workflow to ensure alignment with operational goals.
- Performance Management: Identify and address deviations in KPIs such as average handling time (AHT), service levels, and occupancy rates, recommending immediate adjustments when necessary.
- Resource Allocation: Optimize workforce distribution by managing agent schedules, breaks, and assignments to meet intraday demand.
- Incident Management: Escalate and manage system outages, high incoming volume incidents, or other unexpected issues impacting operations.
- Reporting and Analysis: Generate and share real-time and intraday performance reports with management, highlighting trends, risks, and opportunities for improvement.
- Collaboration: Work closely with the scheduling, forecasting, and operations teams to align on daily objectives and ensure resource flexibility.
- Technology Utilization: Leverage workforce management tools (e.g., NICE, Verint, Aspect, Zendesk) and communication platforms to monitor and communicate operational updates effectively.
- Documentation: Maintain accurate records of intraday adjustments, incidents, and action plans for future reference and analysis.
Qualifications:
Required:
- Proven experience in workforce management, real-time monitoring, or a similar role.
- Familiarity with workforce management & CRM software such as NICE, Zendesk, Verint, or Aspect.
- Strong analytical and problem-solving skills.
- Proficient in Excel, G-suite, and other reporting tools.
- Excellent communication and collaboration skills.
Preferred:
- Knowledge of contact center operations and metrics.
- Certification in workforce management or related areas.
- Experience in a high-paced, dynamic work environment.
Benefits
💸 Get paid in USD, Crypto, Euro, ARS. Whatever your choice! We use Deel to make things easier for you!🗺 Work remotely: design the life that you want.⛱ Enjoy 15 days of vacation each year from the start date.🩺 Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider (only Remote, not US)🕯 Compassionate Leave: 3-5 days each time the need arises.🐣 Family leave of 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid.🧑🏫 Personalized English coachIf you’re interested in this role, please submit your application and if we think you might be a fit, we'll get in touch with you.
Thank you for your time!CookUnity is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability.
