Customer Experience Real Time Analyst

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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 including service level, average speed of answer, schedule adherence, occupancy, and handle time, and identify 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

🎯 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 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 • English version resume required • Familiarity with Zendesk, Slack, Google Sheets, or similar operational tools is nice to have • Experience with NICE IEX, Verint, Calabrio, or similar workforce management platforms is nice to have • Experience using real-time dashboards, alerts, or operational reporting is nice to have • Prior exposure to incident communication or escalation processes is nice to have • Experience supporting multichannel Customer Experience operations is nice to have • Certifications in Workforce Management, analytics, Lean, Six Sigma, COPC, or related disciplines are nice to have

🏖️ Benefits

• Get paid in USD • Work remotely • 15 days of vacation each year from the start date • Monthly healthcare stipend for a preferred healthcare provider • 4-week paid sabbatical after 5 years with CookUnity • Paid Family leave • Compassionate Leave: 3-5 days each time the need arises • Customized benefits platform with learning opportunities, wellness memberships, delivery apps, and more • Enterprise access to ChatGPT and Claude • Personalized English coach