Customer Experience Real Time Analyst

About the Team:

We are looking for a Real Time Analyst to work with the WFM Analyst. The ideal candidate will play a crucial role in maintaining service level agreements (SLAs), improving workforce allocation, and providing actionable insights to stakeholders in real time.

The role:

As a Real-Time Operations Analyst at CookUnity, you’ll play a key role in ensuring smooth daily operations across our CX teams. You’ll manage real-time data, support frontline teams, and help ensure we hit key performance targets. You don’t need to come in knowing everything about WFM—we’re ready to train the right person—but you do need to be analytical, action-oriented, and curious.

If you love digging into data, thrive in fast-paced environments, and are excited to support both people and processes, we’d love to meet you.

Note: You will be assigned a schedule that may include evenings, weekends, or holidays. These schedules will be adjusted periodically to meet the needs of our business.

 

Responsibilities:

• Monitor real‑time metrics (e.g. service level, average speed of answer, schedule adherence, occupancy, handle time) and identify deviations from targets.
• Monitor queue conditions, agent states, workload distribution, and available capacity throughout the assigned shift.
• 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

What You Bring

• 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.

Nice-to-Haves

• Familiarity with Zendesk, Slack, Google Sheets, or similar operational tools.
• Experience with Workforce Management platforms such as NICE IEX, Verint, Calabrio, or similar systems.
• Experience using Real-Time dashboards, alerts, or operational reporting.
• Prior exposure to incident communication or escalation processes.
• Experience supporting multichannel Customer Experience operations.
• Certifications in Workforce Management, analytics, Lean, Six Sigma, COPC, or related disciplines.

Preferred Requirements:

• 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 fo