Real Time Analyst at Seek

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Monitor live queues, service levels, AHT, occupancy and schedule adherence across calls, live chat
Execute approved intraday adjustments including skill reallocation, queue prioritisation, break
Track and coordinate schedule adherence exceptions with Team Leaders, reducing avoidable shrinkage
Provide timely, structured risk updates and escalations to Workforce Planning, Operations and Team
Maintain accurate intraday logs, dashboards and end-of-day summaries, with clear variance
Surface recurring drivers of intraday instability and share practical insights with the Workforce

Experience in a contact centre environment with exposure to real-time monitoring, WFM support or
Strong understanding of service level dynamics, AHT, abandonment, occupancy, shrinkage and intraday
Advanced Excel skills with proven experience analysing operational data and explaining performance
Experience using Salesforce, Genesys/PureCloud, Power BI, WFM or equivalent telephony and CRM
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

Meet JobCopilot: Your Personal AI Job Hunter