Real Time Analyst
seek · Uptown Bonifacio, Taguig City, NATIONAL CAPITAL REGION (MANILA), ph ·
- Work mode
- Hybrid
Monitors SEEK's customer service contact centre in real time — tracking live queues, service levels, AHT, occupancy and schedule adherence — and executes intraday adjustments, escalations and reporting to keep service on track. Core tools include Excel, Power BI, Salesforce and Genesys/PureCloud.
The Role
As our Real Time Analyst, you'll be the live operational control point for SEEK's Customer Service team — monitoring contact centre performance in real time, managing schedule adherence and coordinating tactical responses to keep our service on track. It's a fast-paced role for someone who's calm under pressure, sharp with data and energised by solving problems as they happen.
Key Responsibilities
- Monitor live queues, service levels, AHT, occupancy and schedule adherence across calls, live chat and digital channels — identifying and acting on risks before they impact customers
- Execute approved intraday adjustments including skill reallocation, queue prioritisation, break movement and channel balancing to actively protect the daily plan
- Track and coordinate schedule adherence exceptions with Team Leaders, reducing avoidable shrinkage and keeping roster compliance visible
- Provide timely, structured risk updates and escalations to Workforce Planning, Operations and Team Leaders — ensuring everyone has clear visibility of live service performance
- Maintain accurate intraday logs, dashboards and end-of-day summaries, with clear variance commentary to support continuous improvement
- Surface recurring drivers of intraday instability and share practical insights with the Workforce Planner and Operations teams
Essential
- Experience in a contact centre environment with exposure to real-time monitoring, WFM support or queue management
- Strong understanding of service level dynamics, AHT, abandonment, occupancy, shrinkage and intraday service recovery
- Advanced Excel skills with proven experience analysing operational data and explaining performance variances
- Experience using Salesforce, Genesys/PureCloud, Power BI, WFM or equivalent telephony and CRM platforms
- Confident communicator who can escalate risks clearly and calmly under pressure
- High attention to detail and strong judgement in a live, fast-moving service environment
Desirable
- Experience across multi-region, multi-channel or multi-time-zone contact centre operations
- Familiarity with AI-enabled WFM tools or real-time analytics platforms
- Experience working across in-house and BPO contact centre models
- Exposure to continuous improvement or operational command centre routines