Real Time Analyst
wnsglobalservices144
Real Time Analyst
About this role
Company 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.
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
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 escalate 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
Additional Information
Frequently Asked Questions
Is the salary disclosed for the Real Time Analyst position at seek?
The salary for this Real Time Analyst role at seek is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Real Time Analyst position at seek located?
This Real Time Analyst role at seek is based in NATIONAL CAPITAL REGION (MANILA), ph, Uptown Bonifacio, Taguig City, Uptown Bonifacio, Taguig City, NATIONAL CAPITAL REGION (MANILA), Philippines. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Real Time Analyst role at seek full-time or part-time?
This is listed as a Full time position. It is posted as a Real Time Analyst role at seek.
How do I apply for the Real Time Analyst position at seek?
Click the "Apply Now" button on this page. You will be redirected to seek's official application portal hosted on smartrecruiters where you can submit your application directly.
When was the Real Time Analyst job at seek posted?
This Real Time Analyst position at seek was posted on Sep 4, 2026. Apply as soon as possible — early applications are often reviewed first.
Real Time Analyst
seek
You'll be redirected to seek's official application page on SmartRecruiters.