CX Workforce Management Analyst at CookUnity

CookUnity is seeking a detail-oriented Workforce Management Analyst to monitor and manage workforce operations, ensuring optimal performance and efficiency. The analyst collaborates with scheduling, forecasting, and operations teams to align on daily objectives and ensure resource flexibility. This role focus on maintaining service level agreements (SLAs) and improving workforce allocation.

Responsibilities:

• Train and monitor live operations, queues, agent activities, and workflow.
• Identify and address deviations in KPIs such as average handling time (AHT), service levels, and occupancy rates.
• Optimize workforce distribution by managing agent schedules, breaks, and assignments.
• Escalate and manage system outages.
• Generate and share real-time and intraday performance reports.
• Work closely with the scheduling, forecasting, and operations teams.
• Leverage workforce management tools.
• Maintain accurate records of intraday adjustments, incidents, and action plans.

Requirements:

• Proven experience in workforce management or real-time monitoring.
• 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.

CookUnity offers:

• Payment in USD, Crypto, Euro, or ARS.
• Remote work options.
• 15 days of vacation each year from the start date.
• Healthcare Benefit: Monthly stipend for healthcare provider (only Remote).
• 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 coach.