Senior Real‑Time Customer Experience Analyst – Championing Data‑Driven Operations, Workforce Optimization, and Continuous Improvement at brighthush
Welcome to brighthush – Where Data Meets Culinary Delight
At brighthush, we’re redefining the way people experience food by marrying the artistry of professional chefs with the convenience of a modern marketplace. Since our launch in 2018, we’ve delivered over 50 million ready‑to‑eat meals to hungry customers across the country, and we’re now expanding into a vibrant ecosystem that empowers chefs to create, share, and profit from their craft. Our mission is simple yet bold: to make exceptional food accessible, sustainable, and socially responsible for everyone.
Behind every plate, there’s a team of passionate data‑driven thinkers, creative problem‑solvers, and relentless innovators. If you thrive on turning raw numbers into actionable insights and want to shape the future of customer experience in a fast‑paced, high‑impact environment, brighthush is the place for you.
Why Your Next Career Move Should Be at brighthush
- Impactful Work – Your analyses will directly influence how we serve millions of customers and support our frontline teams.
- Rapid Growth & Learning – From real‑time analytics to strategic workforce planning, you’ll develop a broad, highly marketable skill set.
- Inclusive Culture – We celebrate diversity, champion equity, and foster an environment where every voice is heard.
- Remote‑First Flexibility – Design the life you want while contributing to a global mission.
- Competitive Compensation & Perks – From a generous salary to a comprehensive benefits package, we reward your dedication and expertise.
Role Overview
As a Senior Real‑Time Customer Experience Analyst at brighthush, you will partner closely with our Workforce Management (WFM) Analyst and CX leadership to ensure seamless daily operations across our customer experience teams. Your analytical acumen and proactive mindset will help us maintain service level agreements (SLAs), optimize workforce allocation, and deliver actionable insights in real time.
Whether you’re a seasoned analyst or a data enthusiast eager to learn, we provide the training and support you need to thrive. Your day will involve monitoring live metrics, adjusting resources on the fly, and collaborating with cross‑functional teams to keep our service levels high and our customers satisfied.
Key Responsibilities
- Real‑Time Monitoring – Track critical metrics such as service level, average speed of answer, schedule adherence, occupancy, and handle time. Identify deviations and flag potential issues before they impact customers.
- Queue & Agent Management – Observe queue conditions, agent states, workload distribution, and available capacity throughout each shift. Make data‑driven decisions to reallocate resources, manage breaks, and redistribute workload.
- Dynamic Skill‑Ups – Adjust skill sets on the fly to ensure agents can handle the current mix of calls, chats, and other touchpoints.
- Stakeholder Collaboration – Work hand‑in‑hand with the WFM Analyst and CX leadership to align shift coverage with service targets and business priorities.
- Documentation & Reporting – Maintain detailed logs of interventions, staffing changes, and performance shifts. Provide KPI reports and crisis management updates during outages or spikes.
- Continuous Improvement – Participate in initiatives to build dashboards, refine real‑time monitoring tools, and share best practices across teams.
Essential Qualifications
- 3+ months of experience in workforce management roles.
- 6+ months of experience in a call center or customer support environment.
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