Real-Time Operations Analyst

SEEK Asia (JobStreet.com Philippines Inc.); Philippines; Remote; PHP 350,000 - 550,000; Full time

Job summary

SEEK Asia (JobStreet.com Philippines Inc.) is seeking a Real Time Analyst to be the live operational control point for our Customer Service team. You’ll monitor real-time performance, manage schedule adherence and coordinate intraday responses to keep service on track across calls, chat and digital channels.

This fast-paced role requires advanced Excel skills, data-driven insights, and clear, calm communication under pressure to protect the daily plan and drive continuous improvement.

Qualifications

• Experience in a contact centre environment with real-time monitoring or queue management.
• Strong knowledge of service level dynamics, AHT, abandonment, occupancy, shrinkage and intraday recovery.
• Advanced Excel skills with data analysis and variance explanation.
• Experience using Salesforce, Genesys/PureCloud, Power BI, WFM or equivalent platforms.
• Clear, calm communication under pressure with attention to detail.

Responsibilities

• Monitor live queues, service levels, AHT, occupancy and adherence across channels.
• Execute intraday adjustments: skill reallocation, queue prioritisation, break movement, channel balancing.
• Track schedule adherence exceptions and support roster compliance.
• Provide timely risk updates to Workforce Planning, Operations and Team Leaders.
• Maintain intraday logs, dashboards and end-of-day summaries with variance commentary.
• Share practical insights with the Workforce Planner and Operations teams.

Skills

Real-time monitoring

Queue management

WFM support

Excel

Data analysis

Attention to detail

Calm under pressure

Communication

Tools

Salesforce

Genesys/PureCloud

Power BI

WFM

Job description

SEEK Asia (JobStreet.com Philippines Inc.) is seeking a Real Time Analyst to be the live operational control point for our Customer Service team. You’ll monitor real-time performance, manage schedule adherence and coordinate intraday responses to keep service on track across calls, chat and digital channels.

This fast-paced role requires advanced Excel skills, data-driven insights, and clear, calm communication under pressure to protect the daily plan and drive continuous improvement.