Customer Experience Real Time Analyst at CookUnity in Remote

About CookUnity:

Food has lost its soul to modern convenience. And with it, 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 50 million meals a year from the industry’s 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, you’ve found the right job posting.

About the Team:

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.

The role:

As a Real-Time Operations Analyst at CookUnity, you’ll play a key role in ensuring smooth daily operations across our CX teams. You’ll manage real-time data, support frontline teams, and help ensure we hit key performance targets. You don’t need to come in knowing everything about WFM—we’re ready to train the right person—but 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, we’d 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 real‑time metrics (e.g. service level, average speed of answer, schedule adherence, occupancy, handle time) and identify deviations from targets.
• Monitor queue conditions, agent states, workload distribution, and available capacity throughout the assigned shift.
• 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 initiatives—help build dashboards, refine real‑time monitoring tools, and share best practices across teams

What You Bring

• Understanding of customer support or contact center operational metrics, including service level, average speed of answer, occupancy, adherence, average handle time, abandonment, and backlog.
• Proficiency in Excel or Google Sheets, including filtering, pivot tables, lookup functions, conditional formulas, and data formatting.
• Ability to interpret live operational metrics and make logical, timely decisions.
• Strong attention to detail and the ability to manage multiple priorities.
• Clear written and verbal communication skills.
• Ability to escalate issues appropriately and communicate with stakeholders at different levels.
• Ability to remain calm and organized in a fast-paced environment.
• Proactive problem-solving skills and willingness to act within established guidelines.
• 3+ months of experience in workforce management roles.
• 6+ months of experience in a call center or customer support environment.

Nice-to-Haves

• Familiarity with Zendesk, Slack, Google Sheets, or similar operational tools.
• Experience with Workforce Management platforms such as NICE IEX, Verint, Calabrio, or similar systems.
• Experience using Real-Time dashboards, alerts, or operational reporting.
• Prior exposure to incident communication or escalation processes.
• Experience supporting multichannel Customer Experience operations.
• Certifications in Workforce Management, analytics, Lean, Six Sigma, COPC, or related disciplines.

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 updates—especially when things change.
• Problem solving: You don’t wait for direction—you act when something’s 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: You’re 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

Monthly Salary Range : USD 930

Shift 1

• Sunday–Wednesday: 12:00 PM – 9:00 PM
• Saturday: 6:00 AM – 3:00 PM
• Days Off: Thursday & Friday

Shift 2

• Tuesday–Saturday: 2:00 PM – 11:00 PM
• Days Off: Sunday & Monday

Benefits:

💸 Get paid in USD

🗺 Work remotely: design the life that you want

⛱ Enjoy 15 days of vacation each year from the start date

🩺 Healthcare Benefit: Monthly stipend to use in 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

🤖 AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster.

🧑‍🏫 Personalized English coach

If you’re interested in this role, please submit your application, and if we think you might be a fit, we'll 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.

A quick note for all candidates We’ve recently seen an increase in recruitment scams across the industry, and we want to make sure you (and your data) stay safe while applying to CookUnity. We also want you to know that we take this seriously — sometimes, as part of our process, we may ask for a brief “proof of humanity” to confirm that we’re connecting with a real person, not an impersonator. Here are a few tips to help you protect yourself and know what to expect from us:

• Apply only through our official channels. All open roles are listed on our official careers page: careers.cookunity.com
• Our recruiters are real people — and easy to verify. You can always find them on LinkedIn with verified profiles. If you’re unsure, feel free to reach out to us on our official LinkedIn Company Page.
• We only communicate through official CookUnity channels. That means emails ending in @cookunity.com and interviews held through official company platforms (Google Meet or Zoom) — never WhatsApp, Telegram, or SMS.
• We’ll never ask for payment or personal financial details. If anyone does, please don’t share any information and let us know right away.

If something ever feels off or you’re unsure about a message, we’d much rather you double-check with us. You can always contact us directly through any of our social media channels. We appreciate your interest in joining CookUnity — and we care about keeping your experience (and safety) as genuine as possible.