Real Time Analyst

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

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