Customer Experience Real Time Analyst

CookUnity; United States; Remote; USD 9,400 - 11,000; Full time

Benefits offered by this job

15 days vacation

Healthcare stipend

Sabbatical after 5 years

Paid family leave

Job summary

CookUnity is seeking a Real-Time Operations Analyst to support our CX teams with real-time data, monitoring, and quick decision-making. You will help ensure SLA targets, allocate staff efficiently, and provide actionable insights during live operations.

The role emphasizes analytical thinking, attention to detail, and cross-team collaboration. Training will be provided for our WFM processes and dashboards as part of an energetic, remote-friendly environment.

Qualifications

• 3+ months of experience in workforce management roles.
• 6+ months of experience in a call center or customer support environment.
• Proficiency in Excel or Google Sheets for data analysis and reporting.
• Ability to interpret live operational metrics and act accordingly.
• Clear written and verbal communication with stakeholders at different levels.
• Strong attention to detail and ability to manage multiple priorities.
• Willingness to learn and collaborate with WFM, Ops, and CX teams.
• Familiarity with Zendesk, Slack, Google Sheets, and WFM platforms is a plus.

Responsibilities

• Monitor real-time metrics (service level, average speed of answer, occupancy, schedule adherence) and identify deviations.
• Monitor queue conditions, agent states, workload distribution, and capacity during shifts.
• Adjust resource allocation on the fly; reassign agents, manage breaks, redistribute workload.
• Collaborate with WFM Analyst and CX Leadership to ensure shift coverage and targets.
• Maintain logs of interventions and performance shifts for post-event analysis.
• Provide KPI reporting and crisis management during outages or spikes.
• Contribute to dashboards and real-time monitoring tool improvements.

Skills

WFM basics

Call center experience

Analytical thinking

Communication skills

Attention to detail

Tools

Zendesk

Slack

Google Sheets

NICE IEX

Verint

Calabrio

Job description

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 elevate 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 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.

MonthlySalary Range: USD 930

Shift 1

• Saturday: 06:00 AM - 15:00 PM

Days Off: Thursday & Friday

Work remote: design the life that you want

Enjoy 15 days of vacation each year from the start date

Healthcare Benefit: Monthly stipend to use in 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

AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster.

If you’re interested in this role, please submit your application, and if we think you might be a fit, we'll get in touch with you.Thank you for your time!

CookUnity is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability.