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Workforce Optimization Analyst
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About Us
CookUnity is a platform that connects the world with the source of truly great food: chefs. Our mission is to empower chefs to nourish the world.
As a Workforce Optimization Analyst, you 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- 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.
- 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.
We offer a range of benefits, including 15 days of vacation each year from the start date, monthly stipend for healthcare, compassionate leave, family leave, and more.
