About the role
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