Customer Experience Real Time Analyst

Location: Remote, Latam

Salary: USD 930 per month

Company

hirify.global is a chef-focused food marketplace that delivers fresh, ready-to-eat meals and connects customers with chefs.

What you will do

• Monitor real-time service levels, average speed of answer, schedule adherence, occupancy, handle time, queues, agent states, workload distribution, and capacity.
• Adjust staffing in real time by reassigning agents, managing breaks, redistributing workloads, and dynamically applying skills.
• Collaborate with the WFM Analyst and CX Leadership to maintain shift coverage and service targets.
• Maintain intervention and staffing logs for post-event analysis, performance reviews, and process optimization.
• Provide KPI reporting and crisis management during outages or demand spikes.
• Support continuous improvement by building dashboards, refining monitoring tools, and sharing operational best practices.

Requirements

• Understanding of customer support or contact center metrics, including service level, average speed of answer, occupancy, adherence, average handle time, abandonment, and backlog.
• Proficiency in Excel or Google Sheets, including filters, pivot tables, lookup functions, conditional formulas, and data formatting.
• Ability to interpret live operational data, make timely decisions, escalate issues, and communicate with stakeholders.
• Strong attention to detail, organization, problem-solving, and written and verbal communication skills.
• At least 3 months of experience in workforce management and 6 months in a call center or customer support environment.
• English version resume required for the application.

Nice to have

• Familiarity with Zendesk, Slack, Google Sheets, real-time dashboards, alerts, or operational reporting.
• Experience with NICE IEX, Verint, Calabrio, or similar workforce management platforms.
• Experience with incident communication, escalation processes, or multichannel customer experience operations.
• Certifications in workforce management, analytics, Lean, Six Sigma, COPC, or related disciplines.

Culture & Benefits

• Remote work with a schedule that may include evenings, weekends, or holidays and may be periodically adjusted.
• 15 days of vacation from the start date and paid family leave.
• Monthly healthcare stipend and compassionate leave of 3–5 days when needed.
• Four-week paid sabbatical after five years with hirify.global.
• Personalized English coaching, learning opportunities, wellness memberships, delivery apps, and other customizable benefits.
• Enterprise access to ChatGPT and Claude in an AI-forward workplace.

Hiring process

• Application review, preliminary assessment, and take-home test.
• Hiring manager interview, reference check, and offer.