Customer Experience Real Time Analyst
Core
Real-time operations analyst ensuring smooth daily customer experience (CX) team operations by monitoring metrics, adjusting resource allocation, and managing shift coverage.
Role type
Real-time Operations Analyst (Workforce Management)
Builds
Real-time operational dashboards and monitoring tools for CX teams
Domain
Customer Experience / Contact Center Operations
Required skills
Workforce management metrics analysis, Excel/Google Sheets proficiency, real-time data interpretation, resource allocation management, KPI reporting, crisis management
Preferred skills
Zendesk/Slack familiarity, Workforce Management platform experience (NICE IEX, Verint, Calabrio), Real-time dashboard usage, incident escalation processes, multichannel CX support
Technologies
Excel, Google Sheets, Zendesk, Slack, NICE IEX, Verint, Calabrio
Responsibilities
Monitor real-time metrics (service level, speed of answer, occupancy, handle time) and identify deviations; Adjust resource allocation on the fly (reassign agents, manage breaks, redistribute workload); Collaborate with WFM Analyst and CX Leadership to ensure shift coverage; Provide KPI reporting and crisis management during outages; Maintain detailed logs of interventions and performance shifts; Participate in continuous improvement initiatives to build dashboards and refine monitoring tools
Seniority
Junior to Mid-level, hands-on IC
