Customer Experience Real Time Analyst

Summary

Join CookUnity as a Real Time Analyst and play a crucial role in maintaining service level agreements, improving workforce allocation, and providing real-time insights. You will manage real-time data, support frontline teams, and ensure key performance targets are met. The ideal candidate is analytical, action-oriented, and curious, with a love for data and fast-paced environments. While prior WFM experience isn't required, strong analytical skills and excellent communication are essential. The role involves monitoring real-time metrics, adjusting resource allocation, collaborating with other teams, and providing KPI reporting. You will also participate in continuous improvement initiatives and handle crisis management during outages or spikes. The position may include evenings, weekends, or holidays.

Requirements

• Understanding of contact center operational KPIs (service levels, ASA, occupancy, adherence, AHT, ACW)
• Strong proficiency in Excel, including pivot tables, advanced formulas, and macros. (Intermediate–Advanced Excel Level): VLOOKUP/XLOOKUP, IF, COUNTIFS, CONCATENATE and pivot tables
• Data Handling: Experience filtering, cleaning, and formatting raw datasets
• Exceptional attention to detail, multitasking, and decision-making under pressure
• Analytical Mindset: Ability to interpret live metrics and make logical decisions quickly
• Excellent written and verbal communication—able to escalate issues clearly and report findings to stakeholders at various levels
• 6+ months of experience in a call center or customer support environment

Responsibilities

• Monitor real‑time metrics (e.g. service level, average speed of answer, schedule adherence, occupancy, handle time) and identify deviations from targets
• Adjust resource allocation on the fly: reassign agents, manage breaks, redistribute workload, even skill our team dynamically to maintain performance
• Collaborate with WFM Analyst and CX Leadership teams to ensure shift coverage and service targets
• Maintain detailed logs of interventions, staffing changes, and performance shifts to support post-event analysis and process optimization
• Provide KPI reporting and crisis management during outages or spikes, and maintain detailed logs for performance review
• Participate in continuous improvement initiatives—help build dashboards, refine real-time monitoring tools, and share best practices across teams

Preferred Qualifications

• Familiarity with Zendesk , Slack , and Google Sheets
• Experience working with WFM tools (Nice IEX, Verint, etc)
• Certifications in workforce management systems, Lean/Six Sigma, COPC, or analytics tools
• Prior exposure to crisis management or incident communication escalation
• Previous experience conducting training for operational teams on real-time protocols
• Logical thinking: You back decisions with data, not just instincts
• Time management: You can juggle tasks and adapt quickly
• Communication: You provide crisp, timely updates—especially when things change
• Problem solving: You don’t wait for direction—you act when something’s off
• Attention to detail: You catch small issues before they grow
• Team collaboration: You work seamlessly with WFM, Ops, and CX teams
• Willingness to learn: You’re curious and open to training in workforce management

Benefits

• Get paid in USD
• Work remotely: design the life that you want
• Enjoy 15 days of vacation each year from the start date
• 16 fully paid Argentinean holidays
• Healthcare Benefit: Monthly stipend to use with 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
• Personalized English coach