Customer Experience Real Time Analyst

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Oversee real-time metrics such as service level, average speed of answer, adherence to schedules, occupancy rates, and handle time, while identifying any deviations from set targets.

• Supervise queue conditions, agent statuses, workload distribution, and available capacity throughout the assigned shift.

• Modify resource allocation by reallocating agents, managing breaks, redistributing workloads, and dynamically balancing team skills.

• Collaborate with the Workforce Management Analyst and Customer Experience Leadership teams to ensure adequate shift coverage and meet service targets.

• Keep comprehensive logs of interventions, staffing adjustments, and performance changes for analysis post-event and process optimization.

• Deliver KPI reporting and manage crises during outages or spikes in demand.

• Engage in continuous improvement initiatives, including the development of dashboards, enhancement of real-time monitoring tools, and sharing of best practices.

⛳️ Requirements

• Knowledge of customer support or contact center operational metrics, such as service level, average speed of answer, occupancy, adherence, average handle time, abandonment rates, and backlog.

• Proficient in Excel or Google Sheets, including capabilities in filtering, pivot tables, lookup functions, conditional formulas, and data formatting.

• Capacity to interpret live operational metrics and make logical, timely decisions.

• Strong attention to detail with the ability to manage multiple priorities effectively.

• Excellent written and verbal communication skills.

• Capability to escalate issues appropriately and communicate with stakeholders across various levels.

• Ability to maintain composure and organization in a fast-paced environment.

• Proactive problem-solving skills with a willingness to act within established guidelines.

• Minimum of 3 months of experience in workforce management roles.

• At least 6 months of experience in a call center or customer support setting.

• A resume in English is required.

• Familiarity with Zendesk, Slack, Google Sheets, or similar operational tools is a plus.

• Experience with NICE IEX, Verint, Calabrio, or similar workforce management platforms is advantageous.

• Experience utilizing real-time dashboards, alerts, or operational reporting is desirable.

• Prior experience with incident communication or escalation processes is a plus.

• Experience supporting multichannel Customer Experience operations is beneficial.

• Certifications in Workforce Management, analytics, Lean, Six Sigma, COPC, or related fields are a plus.

🏝️ Benefits

• Compensation in USD.

• Remote work opportunity.

• 15 days of vacation each year starting from the date of hire.

• Monthly healthcare stipend for a preferred healthcare provider.

• Four-week paid sabbatical after five years with CookUnity.

• Paid family leave.

• Compassionate leave: 3-5 days available as needed.

• Customizable benefits platform featuring learning opportunities, wellness memberships, delivery apps, and more.

• Enterprise access to ChatGPT and Claude.

• Personalized English coaching.