Operational Performance Analyst
hace 3 días
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- Train and monitor live operations, queues, agent activities, and workflow to ensure alignment with operational goals.
- Identify and address deviations in KPIs such as average handling time (AHT), service levels, and occupancy rates, recommending immediate adjustments when necessary.
- Optimize workforce distribution by managing agent schedules, breaks, and assignments to meet intraday demand.
- Escalate and manage system outages, high incoming volume incidents, or other unexpected issues impacting operations.
- Generate and share real-time and intraday performance reports with management, highlighting trends, risks, and opportunities for improvement.
- Work closely with the scheduling, forecasting, and operations teams to align on daily objectives and ensure resource flexibility.
- Leverage workforce management tools (e.g., NICE, Verint, Aspect, Zendesk) and communication platforms to monitor and communicate operational updates effectively.
- 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 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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