Real Time Analyst

Seek; Canlaon; On-site; PHP 446,000 - 725,000; Full time

Job summary

SEEK is seeking a Real Time Analyst to act as the live control point for customer service operations, monitoring queues, SLAs and intraday performance across channels. You’ll coordinate schedule adherence and respond quickly to protect the daily plan while communicating risks to leaders.

You will use Excel, WFM and CRM tools to analyze variances, produce end-of-day summaries, and drive continuous improvement in a fast-paced contact centre environment.

Qualifications

• 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.

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

Skills

Contact centre experience

Real-time monitoring

Advanced Excel

Salesforce

Genesys/PureCloud

Power BI

WFM

Clear communication under pressure

Attention to detail

Tools

Salesforce

Genesys/PureCloud

Power BI

WFM software

Job description

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 elevate 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