Customer Experience Real Time Analyst

The Role

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.

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.
• 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 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.
• 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, 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.

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 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.

Interview process:

• Application review - Please submit your English version resume
• Preliminary Assessment
• Take home Test
• Hiring Manager Interview
• Reference Check
• Offer

MonthlySalary Range: USD 930

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