Real-Time Contact Center Analyst

SEEK

Manila

On-site

PHP 391,000 - 558,000

Full time

14 days+

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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.