Customer Experience Real Time Analyst
New
C
CookUnityFood Delivery
Work remotely: design the life that you wantFull-TimeEntry
Salary930 USD per month
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Job Details
- Languages
- English
- Experience
- 3+ months of experience in workforce management roles; 6+ months of experience in a call center or customer support environment
- Required Skills
- Microsoft ExcelGoogle SheetsCustomer support
Requirements
- 3+ months of experience in workforce management roles.
- 6+ months of experience in a call center or customer support environment.
- Understanding of contact center operational metrics (SL, ASA, occupancy, adherence, AHT, abandonment, backlog).
- Proficiency in Excel or Google Sheets (filtering, pivot tables, lookup functions, formulas).
- 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 to stakeholders.
- Capability to remain calm and organized in a fast-paced environment.
- Availability to work schedules that may include evenings, weekends, or holidays.
Responsibilities
- Monitor real-time metrics including service level, average speed of answer, schedule adherence, occupancy, and handle time.
- Manage queue conditions, agent states, workload distribution, and available capacity throughout the shift.
- Adjust resource allocation dynamically by reassigning agents and managing breaks to maintain performance.
- Collaborate with WFM and CX leadership to ensure shift coverage and service targets.
- Maintain detailed logs of interventions and performance shifts to support post-event analysis.
- Provide KPI reporting and crisis management during outages or service spikes.
- Participate in continuous improvement initiatives and build dashboards for real-time monitoring.
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