Customer Experience Real Time Analyst
New
C
CookUnityFood Delivery
Latam (Remote)Full-TimeMiddle
Salary930 USD per month
Apply NowOpens the employer's application page
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
- Data AnalysisMicrosoft ExcelGoogle Sheets
Requirements
- 3+ months of experience in workforce management roles.
- 6+ months of experience in a call center or customer support environment.
- Understanding of operational metrics: service level, average speed of answer, occupancy, adherence, average handle time, abandonment, and backlog.
- Proficiency in Excel or Google Sheets (filtering, pivot tables, lookup functions, conditional 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 and communicate with stakeholders at different levels.
- Proactive problem-solving skills and ability to act within guidelines.
Responsibilities
- Monitor real‑time metrics such as service level, average speed of answer, schedule adherence, occupancy, and handle time.
- Track queue conditions, agent states, workload distribution, and capacity throughout the shift.
- Adjust resource allocation dynamically by reassigning agents, managing breaks, and redistributing workload.
- Collaborate with WFM and CX leadership to ensure shift coverage and service targets.
- Maintain logs of interventions and performance shifts to support analysis.
- Provide KPI reporting and incident management during service outages or spikes.
- Participate in continuous improvement initiatives by building dashboards and refining monitoring tools.
View Full Description & ApplyYou'll be redirected to the employer's site
