Real Time Analyst

SEEK; Manila; On-site; PHP 391,000 - 558,000; Full time

Job summary

SEEK is seeking a Real Time Analyst to be the live operational control point for our Customer Service team in Manila. You will monitor contact centre performance in real time, manage schedule adherence and coordinate intraday responses to keep service on track.

The role requires proficiency in advanced Excel, and experience with Salesforce, Genesys/PureCloud, and Power BI. You will collaborate with Workforce Planning, Operations and Team Leaders to provide clear, data-driven updates and

Qualifications

• Contact centre experience with real-time monitoring or WFM/queue management.
• Strong knowledge of service levels, AHT, occupancy, and intraday recovery.
• Advanced Excel for analysing operational data and variances.
• Experience with Salesforce, Genesys/PureCloud, Power BI, or WFM.

Responsibilities

• Monitor live queues, service levels, AHT, occupancy and schedule adherence across calls, live chat and digital channels.
• Execute intraday adjustments including skill reallocation, queue prioritisation, break movement and channel balancing.
• Track schedule adherence exceptions with Team Leaders, reducing shrinkage and ensuring roster visibility.
• Provide timely risk updates and escalations to Workforce Planning, Operations and Team Leaders — ensuring visibility of live performance.
• Maintain intraday logs, dashboards and end-of-day summaries, with variance commentary for improvements.
• Surface recurring drivers of intraday instability and share insights with Workforce Planners and Operations.

Skills

Real-Time Monitoring

WFM Support

Queue Management

Advanced Excel

CRM Knowledge

Tools

Salesforce

Genesys/PureCloud

Power BI

WFM Tools

Job description

SEEK operates market-leading online employment marketplaces, including Jobstreet and Jobsdb in Asia. For over 25 years, we've been helping people live more fulfilling, productive working lives — and helping organisations succeed.

By joining us, you'll be part of a multinational technology business with the energy and collaboration of a start-up. SEEK is a place where potential meets possibility — where your career aspirations and our purpose come together to make great things happen.

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 escalates 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