Related keywords: remote job data analystanalyst remote jobcustomer service remote job part time
This page contains product affiliate links.
CookUnity, a company dedicated to redefining the dining experience through the art of food, is on a quest to engage talented professionals. Founded with the ambition to connect people with amazing chefs and nourishing meals, the company is expanding its reach and services. With 35 million meals delivered annually, they are now looking for a CX Workforce Management Analyst to strengthen their operational capacity.
CookUnity emphasizes the connection between food and nutrition, tapping into the culinary talent of chefs. They focus on providing fresh, ready-to-eat meals, addressing a growing demand for quality dining experiences at home. The company's mission is to empower chefs to nourish the world, making them not just a food delivery service, but a culinary marketplace designed to innovate continuously.
The CX Workforce Management Analyst plays an essential role with the Customer Support Manager. This position requires a proactive approach to managing and analyzing workforce operations, directly impacting the company's efficiency and customer satisfaction. As this role is set in Peru, it offers an exciting opportunity for individuals aiming to make a real-time impact in a fast-paced environment.
The Workforce Management Analyst will have several critical responsibilities that revolve around ensuring organizational efficiency:
Real-Time Monitoring: The analyst will oversee live operations, agent activities, and workflows, ensuring alignment with operational goals.
Performance Management: Address any deviations in key performance indicators (KPIs) like average handling time and service levels. The role requires immediate adjustment recommendations for optimal results.
Resource Allocation: Effective management of agent schedules, breaks, and assignments is crucial to meeting intraday demands.
Incident Management: The analyst will escalate and manage incidents such as system outages and unexpected high volume challenges affecting operations.
Reporting and Analysis: This includes generating live performance reports and highlighting trends, risks, and improvement opportunities.
Collaboration: Working closely with scheduling, forecasting, and operations teams is important for achieving daily objectives.
Technology Utilization: Proficiency in workforce management tools like NICE, Verint, and Zendesk is essential for the role.
Documentation: Accurate recording of adjustments and incidents is vital for future reference and analysis.
For applicants eager to embrace this role, certain skills and qualifications are necessary:
Experience: Proven experience in workforce management or relevant fields is required.
Software Familiarity: Familiarity with CRM software such as NICE, Zendesk, Verint, or Aspect is crucial.
Analytical Skills: Strong analytical, problem-solving, and communication skills are essential in this fast-paced environment.
Technical Proficiency: Proficiency in Excel, G-suite, and other reporting tools can greatly enhance performance in this role.
Knowledge of Operations: Familiarity with contact center operations and metrics is favorable but not mandatory.
Certifications: Any certifications in workforce management will be beneficial.
This position is classified as a full-time role that allows employees to work remotely, catering to individuals who value flexibility. The remote work model is part of CookUnity's commitment to providing a work-life balance, enabling employees to design their desired life effectively.
Joining CookUnity as a CX Workforce Management Analyst comes with a range of attractive benefits:
Pay Options: Employees have the flexibility to be paid in USD, Crypto, Euro, or ARS, facilitated through the platform Deel.
Vacation Days: Starting with 15 vacation days each year, employees are encouraged to take time off for personal well-being.
Healthcare Benefits: Employees receive a monthly stipend to use with their preferred healthcare provider, inclusive of global options.
Compassionate Leave: The organization provides 3-5 days of compassionate leave as needed.
Family Leave: The policy includes 12 weeks of fully paid leave for primary caregivers and 6 weeks for secondary caregivers.
Personalized Coaching: Employees have access to a personalized English coach, facilitating professional growth and development.
The CX Workforce Management Analyst role at CookUnity offers a unique opportunity to blend data analysis with real-time operational management. By fostering a culture of innovation and empowerment, CookUnity not only serves its customers but also nurtures the talents of its employees in a supportive work environment. If you possess the described skills and are excited by the prospect of influencing operations in a progressive company, CookUnity welcomes your application. They are an equal opportunity employer, emphasizing diversity and inclusion in their hiring practices.
This job offer was originally published on himalayas.app
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
