Workforce Management Analyst

Summary

Join CookUnity as a Workforce Management Analyst and play a crucial role in optimizing workforce operations and ensuring optimal performance and efficiency. You will monitor live operations, analyze KPIs, manage resource allocation, and generate performance reports. This role requires proven experience in workforce management and strong analytical and problem-solving skills. CookUnity offers remote work, paid vacation, healthcare stipends (for remote, non-US employees), compassionate leave, paid family leave, and personalized English coaching.

Requirements

• 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

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

Preferred Qualifications

• 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 coach