Real Time Analyst

SEEK; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

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

The role requires strong data skills, calm under pressure and the ability to implement intraday changes across calls, chat and digital channels.

Qualifications

• Experience in a contact centre environment with real-time monitoring or intraday coordination.
• Solid understanding of SLAs, AHT, abandonment, occupancy and intraday recovery.
• Advanced Excel skills for data analysis and variance explanations.
• Experience with Salesforce, Genesys/PureCloud, Power BI or similar tools.
• Calm, clear communicator able to escalate risks under pressure.
• Experience across multi-region or multi-time-zone operations.

Responsibilities

• Monitor live queues, service levels, AHT, occupancy and adherence across channels.
• Execute intraday adjustments including skill reallocations and channel balancing.
• Track schedule adherence exceptions and keep roster visibility clear.
• Provide timely risk updates to Workforce Planning and Operations teams.
• Maintain intraday logs, dashboards and end-of-day summaries with variance notes.
• Identify recurring drivers of instability and share insights for improvement.

Skills

Real-time monitoring

WFM support

Queue management

Excel

Salesforce

Power BI

Genesys/PureCloud

Strong communication

Multi-region ops

AI analytics tools

Tools

Salesforce

Genesys/PureCloud

Power BI

Excel

WFM software

Job description

SEEK operates market-leading online employment marketplaces, includingJobstreet 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.

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

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
• Confident communicator who can escalade risks clearly and calmly under pressure
• High attention to detail and strong judgement in a live, fast-moving service environment
• 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

By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply