About CookUnity

Food has lost its soul to modern convenience. And with it has lost the power to nourish inspire and connect us. So in 2018 CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today CookUnity delivers 35 million meals a year from the industrys best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul.

Unwilling to stop there CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world.

If that mission has you hungry in more ways than one youve found the right job posting.

The Role

We are looking for a Real Time Analyst to work with the WFM Analyst. The ideal candidate will play a crucial role in maintaining service level agreements (SLAs) improving workforce allocation and providing actionable insights to stakeholders in real time.

Youll manage real-time data support frontline teams and help ensure we hit key performance targets. You dont need to come in knowing everything about WFMwere ready to train the right personbut you do need to be analytical action-oriented and curious.

If you love digging into data thrive in fast-paced environments and are excited to support both people and processes wed love to meet you.

Note: You will be assigned a schedule that may include evenings weekends or holidays. These schedules will be adjusted periodically to meet the needs of our business.

Responsibilities:

• Monitor realtime metrics (e.g. service level average speed of answer schedule adherence occupancy handle time) and identify deviations from targets.
• Adjust resource allocation on the fly: reassign agents manage breaks redistribute workload even skill our team dynamically to maintain performance.
• Collaborate with WFM Analyst and CX Leadership teams to ensure shift coverage and service targets.
• Maintain detailed logs of interventions staffing changes and performance shifts to support post-event analysis and process optimization
• Provide KPI reporting and crisis management during outages or spikes and maintain detailed logs for performance review.
• Participate in continuous improvement initiativeshelp build dashboards refine realtime monitoring tools and share best practices across teams.

What You Bring

• Understanding of contact center operational KPIs (service levels ASA occupancy adherence AHT ACW).
• Strong proficiency in Excel including pivot tables advanced formulas and macros. (IntermediateAdvanced Excel Level): VLOOKUP/XLOOKUP IF COUNTIFS CONCATENATE and pivot tables.
• Data Handling: Experience filtering cleaning and formatting raw datasets.
• Exceptional attention to detail multitasking and decision-making under pressure
• Analytical Mindset: Ability to interpret live metrics and make logical decisions quickly.
• Excellent written and verbal communicationable to escalate issues clearly and report findings to stakeholders at various levels.
• 6 months of experience in a call center or customer support environment.

Nice-to-Haves

• Familiarity with Zendesk Slack and Google Sheets.
• Experience working with WFM tools (Nice IEX Verint etc)
• Certifications in workforce management systems Lean/Six Sigma COPC or analytics tools.
• Prior exposure to crisis management or incident communication escalation.
• Previous experience conducting training for operational teams on real-time protocols.

Preferred Requirements:

• Logical thinking: You back decisions with data not just instincts.
• Time management: You can juggle tasks and adapt quickly.
• Communication: You provide crisp timely updatesespecially when things change.
• Problem solving: You dont wait for directionyou act when somethings off.
• Attention to detail: You catch small issues before they grow.
• Team collaboration: You work seamlessly with WFM Ops and CX teams.
• Willingness to learn: Youre curious and open to training in workforce management.

Interview process:

• Application review - Please submit your English version resume
• Preliminary Assessment
• Take home Test
• Hiring Manager Interview
• Reference Check
• Offer

MonthlySalary Range: USD 930

Benefits:

Get paid in USD.

Work remotely: design the life that you want

Enjoy 15 days of vacation each year from the start date

16 fully paid Argentinean holidays

Healthcare Benefit: Monthly stipend to use with your preferred healthcare provider

5- year Sabbatical: After 5 years with CookUnity you get a 4-week paid sabbatical

Paid Family leave

Compassionate Leave: 3-5 days each time the need arises

Customize the benefits that suit your needs! Access a range of perks tailored to you including learning opportunities wellness memberships delivery apps and more through our comprehensive benefit platform

Personalized English coach

If youre interested in this role please submit your application and if we think you might be a fit well get in touch with you. Thank you for your time!

CookUnity is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race color religion sex age sexual orientation gender identity national origin citizenship status protected veteran status genetic information or physical or mental disability.