Customer Experience Real Time Analyst

🕒 August 18

💃 Latin America – Remote

💵 $930 / month

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

CookUnity

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

🍽️ Food & Beverage

🏭 Manufacturing

🛍️ eCommerce

Food & Beverage • Manufacturing • eCommerce

CookUnity is a meal delivery service offering a wide selection of chef-crafted, gourmet dishes delivered directly to customers' doorsteps. The company collaborates with award-winning chefs to create diverse, restaurant-quality meals that cater to various dietary preferences and lifestyles, such as keto, vegan, paleo, and more. CookUnity focuses on providing convenience and flexibility with options ranging from 4 to 16 meals per week, which can be customized or automatically selected based on the customer's preferences. The meals are delivered fresh, not frozen, ensuring high quality and taste. The company also emphasizes sustainability with its packaging solutions and seeks to reduce waste. CookUnity presents a convenient way to enjoy high-quality meals prepared by top chefs without the hassle of cooking.

📋 Description

• Monitor real-time metrics such as service level, average speed of answer, schedule adherence, occupancy, and handle time, identifying deviations from targets. • Monitor queue conditions, agent states, workload distribution, and available capacity throughout the assigned shift. • Adjust resource allocation by reassigning agents, managing breaks, redistributing workload, and dynamically skill-balancing the team. • Collaborate with the WFM Analyst and CX Leadership teams to ensure shift coverage and service targets. • Maintain detailed logs of interventions, staffing changes, and performance shifts for post-event analysis and process optimization. • Provide KPI reporting and crisis management during outages or spikes. • Participate in continuous improvement initiatives, including building dashboards, refining real-time monitoring tools, and sharing best practices across teams. • Work an assigned schedule that may include evenings, weekends, or holidays, with periodic adjustments based on business needs.

🎯 Requirements

• 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. • Your English version resume.

🏖️ 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