Real-Time Contact Center Analyst

SEEK

Philippines

On-site

PHP 360,000 - 600,000

Full time

4 days ago

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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.