Apply📍 Argentina, Peru
🏢 Company: CookUnity👥 501-1000💰 $47,000,000 almost 2 years agoFood DeliveryFood and BeverageConsumer ApplicationsSubscription ServiceOrganic Food
- 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.
- 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.
Aspect eWFMData AnalysisCommunication SkillsAnalytical SkillsCollaborationProblem SolvingReportingCRM
Posted 21 days ago
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