Customer Experience Real Time Analyst

Cookunity · Latam (Remote)Remotojunior

En corto

▸Analista en tiempo real que monitorea métricas operativas del servicio al cliente para mantener objetivos de desempeño.
▸Ajusta dinámicamente recursos humanos y carga de trabajo durante turnos, apoyando a equipos de primera línea.
▸El rol requiere disponibilidad para turnos en horarios no convencionales (noches, fines de semana, festivos).

Ability to communicate clearly in English (written and verbal)

En ~1 minuto te damos: quién te entrevista, las preguntas probables con respuestas desde tu CV, y tu CV adaptado a esta vacante. Gratis, sin tarjeta.

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¿Qué piden?

✓Conocimiento de métricas de soporte al cliente: SLA, ASA, ocupación, tiempo promedio de atención, abandono.
✓Dominio de Excel o Google Sheets con funciones avanzadas (pivotes, fórmulas condicionales, búsquedas).
✓Capacidad para tomar decisiones rápidas basadas en datos en entornos dinámicos.
✓Atención al detalle y manejo de múltiples prioridades simultáneas.
✓Comunicación clara por escrito y verbal con distintos niveles jerárquicos.
✓Disponibilidad para turnos en noches, fines de semana y festivos.

¿No cumplís todo? Es lo normal — tu dossier gratis te dice qué gaps tenés y cómo cubrirlos en la entrevista.

ExcelGoogle SheetsWFMReal-Time Monitoring ToolsDashboardsKPI ReportingAgent State ManagementWorkload DistributionSchedule AdherencePerformance Logs

¿A quién escribirle en Cookunity?

Tu dossier gratis identifica a las personas que te entrevistarían — con su background, qué valoran y cómo escribirles para destacar antes de aplicar.

About CookUnity: Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul. Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world. If that mission has you hungry in more ways than one, you’ve found the right job posting. 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 remai

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