Workforce Planning & Analytics Analyst

CookUnity; Lima (OH); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work

USD pay

15 days vacation

Healthcare stipend

Sabbatical

Paid family leave

Compassionate leave

Learn Anywhere benefits

Job summary

CookUnity is hiring a Workforce Planning & Analytics Analyst to translate forecasted demand into efficient schedules and actionable insights. You will drive recurring planning activities, support capacity planning, and deliver robust workforce reports that inform leadership decisions.

You will partner with Real-Time Analysts and CX stakeholders to ensure staffing plans align with performance goals, while exploring automation opportunities to streamline workflows and improve accuracy.

Qualifications

• Experience in Workforce Management, scheduling, planning, reporting, or analytics.
• Strong understanding of contact center metrics (service level, occupancy, adherence, shrinkage, productivity, AHT).
• Proficient in Excel/Google Sheets with advanced functions and data cleaning.
• Ability to translate data into practical recommendations for stakeholders.

Responsibilities

• Own creation, validation, publication, maintenance and improvement of workforce schedules from forecast demand and priorities.
• Manage recurring scheduling activities including PTO, shifts, rotations, and same-day changes.
• Analyze staffing coverage and trends to identify gaps, surpluses, and risks.
• Support forecasting and capacity planning; maintain inputs and run scenarios.
• Build and maintain reports and dashboards on staffing, scheduling, service levels, and capacity.
• Automate scheduling and reporting workflows while ensuring quality controls.
• Collaborate with Real-Time Analysts and Customer Experience teams to align plans with performance.

Skills

Workforce Management

Excel

Analytical thinking

Scheduling

Forecasting

Communication

Tools

Zendesk

Looker

Tableau

Power BI

SQL

Job description

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 Workforce Planning & Analytics Analyst who will be responsible for translating forecasted demand, staffing requirements, and business priorities into efficient schedules, workforce reports, and actionable planning recommendations.

The role:

Reporting to the Workforce Management Supervisor, this role owns the creation, publication, maintenance, and continuous improvement of schedules, as well as recurring workforce reporting and tactical planning activities. The Analyst also supports forecasting, capacity planning, staffing analysis, and process automation.

The Workforce Planning & Analytics Analyst serves as the primary technical and analytical partner to the WFM Supervisor, providing an additional level of review for workforce assumptions, reports, schedules, and planning decisions. This strengthens accuracy, continuity, and business resilience while reducing dependency on a single Workforce Management expert.

Working closely with Real-Time Analysts and Customer Experience stakeholders, this position connects future workforce plans with current operational performance and ensures that staffing strategies remain practical, accurate, and aligned with business needs.

Responsibilities:

• Own the creation, validation, publication, maintenance, and continuous improvement of workforce schedules based on forecasted demand, staffing requirements, shrinkage, employee availability, and business priorities.
• Manage recurring scheduling activities, including PTO coordination, shift assignments, rotations, same-day adjustments, and schedule changes, while maintaining accurate workforce records.
• Analyze staffing coverage, workforce data, and operational trends to identify coverage gaps, staffing surpluses, schedule inefficiencies, service risks, and root causes.
• Support the WFM Supervisor with forecasting and capacity planning by maintaining planning inputs, validating assumptions, monitoring forecast accuracy, and preparing staffing scenarios.
• Build, maintain, and improve Workforce Management reports and dashboards covering staffing, scheduling, service levels, adherence, shrinkage, productivity, forecast accuracy, and capacity.
• Identify and implement opportunities to simplify, standardize, and automate scheduling, reporting, planning workflows, and workforce tools while maintaining accurate documentation and quality controls.
• Partner with Real-Time Analysts and Customer Experience stakeholders to incorporate operational insights into workforce plans, communicate staffing risks, and recommend practical schedule or coverage adjustments.

What You Bring

• Experience in Workforce Management, workforce scheduling, workforce planning, reporting, operations analytics, or a related role.
• Strong understanding of customer support or contact center workforce metrics, including service level, occupancy, adherence, shrinkage, productivity, and average handle time.
• Strong proficiency in Excel or Google Sheets, including pivot tables, lookup functions, conditional formulas, data cleaning, and reporting.
• Strong analytical skills with the ability to identify patterns, risks, anomalies, and inconsistencies in operational data.
• Experience managing recurring processes, deadlines, and detailed scheduling or workforce requirements.
• Ability to analyze staffing and operational data and translate findings into practical recommendations.
• Strong written and verbal communication skills, with the ability to communicate staffing risks, constraints, and recommendations clearly to operational stakeholders.

Nice-to-Haves

• Experience with Zendesk, WFM scheduling platforms, workforce planning systems, or business intelligence tools.
• Experience building automated reports or dashboards.
• Familiarity with SQL, Looker, Tableau, Power BI, Apps Script, macros, or reporting automation.
• Experience supporting multichannel Customer Experience operations.
• Exposure to forecasting, capacity planning, staffing models, or hiring-plan development.
• Certifications in Workforce Management, analytics, Lean, Six Sigma, or related disciplines.

Preferred Requirements:

• Analytical thinking: Uses data to understand problems and make recommendations.
• Planning and organization: Manages detailed recurring processes and multiple deadlines.
• Critical review: Validates assumptions and identifies inconsistencies.
• Problem-solving: Investigates root causes rather than only addressing immediate symptoms.
• Attention to detail: Protects scheduling, staffing, and reporting accuracy.
• Communication: Explains staffing risks, constraints, and recommendations clearly.
• Collaboration: Works effectively across Workforce Management, Real-Time Operations, and Customer Experience teams.
• Continuous improvement: Identifies opportunities to simplify, standardize, and automate work.
• Ownership: Takes responsibility for delivering accurate schedules and reports on time.

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 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

Personalized English coach

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.