Opportunity at
SEEKReal Time Analyst
This is an on-site, full-time post that makes the analyst the live operational hub for SEEK's Customer Service team. The analyst tracks contact centre performance as…
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About This Role
This is an on-site, full-time post that makes the analyst the live operational hub for SEEK's Customer Service team. The analyst tracks contact centre performance as it happens, manages schedule adherence and coordinates short-term responses to keep service on course. It suits someone who stays composed under pressure, is comfortable with data and enjoys fixing problems as they occur. Daily work involves monitoring live queues, service levels, average handle time,…
Job Description
This is an on-site, full-time post that makes the analyst the live operational hub for SEEK's Customer Service team. The analyst tracks contact centre performance as it happens, manages schedule adherence and coordinates short-term responses to keep service on course. It suits someone who stays composed under pressure, is comfortable with data and enjoys fixing problems as they occur.
Daily work involves monitoring live queues, service levels, average handle time, occupancy and adherence across voice, live chat and digital channels, and acting on risks before customers feel them. The analyst implements approved intraday changes, such as reassigning skills, reordering queues, shifting breaks and balancing channels, to protect the day's plan. Adherence exceptions are followed up with Team Leaders to cut avoidable shrinkage and keep rostering visible, and concise, structured risk reports and escalations are sent on time.
Candidates need a grasp of service-level dynamics, handle time, abandonment, occupancy and shrinkage, plus advanced Excel for analysing operational data and explaining variances. Experience with Salesforce, Genesys or PureCloud, Power BI, workforce management or comparable telephony and CRM products is expected. The posting seeks a calm, articulate communicator with sound judgement and close attention to detail in a live service environment. Helpful extras include work across several regions or time zones in contact centres, familiarity with AI-enabled workforce tools or real-time analytics, experience of both in-house and outsourced contact centre models, and exposure to continuous improvement or command-centre routines.
Responsibilities
- Watch live queues, service levels, handle time, occupancy and adherence across channels
- Spot and act on risks before they reach customers
- Implement approved intraday changes such as skill moves, queue priorities and break shifts
- Follow up adherence exceptions with Team Leaders to reduce shrinkage
- Deliver prompt, organised risk reports and escalations
Requirements
- Understanding of service levels, handle time, abandonment, occupancy and shrinkage
- Advanced Excel for operational analysis and explaining variances
- Experience with Salesforce, Genesys or PureCloud, Power BI or WFM tools
- Clear, composed escalation under pressure
- Strong attention to detail and sound judgement in live service
Qualifications
- Background running contact centres across several regions, channels or time zones
- Familiarity with AI-enabled WFM or real-time analytics
- Exposure to both in-house and outsourced contact centre models
- Continuous improvement or command-centre exposure
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role based?
The listing is on-site and full-time. The posting does not name a specific city.
What tools are needed?
Advanced Excel, plus experience with Salesforce, Genesys or PureCloud, and Power BI or equivalent WFM and CRM platforms, is listed.
What does the job involve day to day?
The analyst monitors live queues and schedule adherence and makes approved intraday adjustments to keep the daily plan on track.
Is a salary stated?
The posting does not state a salary.
How do I apply?
The posting does not describe an application process.
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