Operational Performance Analyst

hace 3 días


Lima Metropolitana, Perú Tbwa ChiatDay Inc A tiempo completo

About Our Mission

CookUnity is dedicated to empowering chefs to nourish the world by delivering 35 million meals a year from the industry's best chefs to homes all over the country.

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.

The Job Responsibilities
  1. Train and monitor live operations, queues, agent activities, and workflow to ensure alignment with operational goals.
  2. Identify and address deviations in KPIs such as average handling time (AHT), service levels, and occupancy rates, recommending immediate adjustments when necessary.
  3. Optimize workforce distribution by managing agent schedules, breaks, and assignments to meet intraday demand.
  4. Escalate and manage system outages, high incoming volume incidents, or other unexpected issues impacting operations.
  5. Generate and share real-time and intraday performance reports with management, highlighting trends, risks, and opportunities for improvement.
  6. Work closely with the scheduling, forecasting, and operations teams to align on daily objectives and ensure resource flexibility.
  7. Leverage workforce management tools (e.g., NICE, Verint, Aspect, Zendesk) and communication platforms to monitor and communicate operational updates effectively.
  8. Maintain accurate records of intraday adjustments, incidents, and action plans for future reference and analysis.
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.
What We Offer

We provide a comprehensive benefits package, including 15 days of vacation each year from the start date, monthly stipend for healthcare, compassionate leave, family leave, and more.



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