[ref. i58275422] Real Time Analyst and Compliance Officer
Location: OracleCMS Philippines Office
Work Type: Full-time (9-hour shift including 1-hour lunch)
Rostered Start Time: Between 6:00 AM and 10:00 AM, based on operational requirements
Position Overview:
OracleCMS is seeking a highly accountable and operations-focused Staff Compliance Coordinator to join our team our Makati office. This position plays a crucial role in ensuring our contact centre workforce operates in line with expected attendance, adherence, and performance protocols.
You will be the key point of contact for real-time compliance monitoring and reporting, working closely with team leaders, workforce analysts, and operational managers to maintain high service standards across multiple client programs.
Key Responsibilities:
- Attendance Compliance:
- Track daily attendance and punctuality.
- Ensure high standards of attendance across all staff and promptly follow up with team leaders or individuals on discrepancies.
- Real-Time Efficiency Monitoring:
- Actively monitor the efficiency board to:
- Ensure service queues remain within acceptable limits.
- Monitor and enforce adherence to agent call handling time thresholds.
- Ensure agent break durations do not exceed policy limits.
- Manage over-availability by reallocating lunch breaks or coordinating on-the-fly training opportunities.
- Address inappropriate or excessive use of help breaks, default breaks, and extended hold times.
- Training and Development Support:
- Maintain and review the staff training matrix.
- Identify underutilised or over-available agents and schedule them for upskilling or refreshers based on client and operational priorities.
- Break and Lunch Management:
- Assist team leaders in scheduling and managing lunch breaks in line with real-time queue forecasts and staffing levels.
- Ensure all staff are adhering to scheduled break procedures.
- Procedural Breach Management:
- Follow up directly with agents who exceed procedural allowances.
- Document reasons for breaches and escalate repeat patterns to the appropriate manager.
- Reporting:
- Produce and submit an End of Day Compliance Report summarising attendance, adherence breaches, queue issues, agent exceptions, and recommended corrective actions.
- Additional tasks as assigned by management
Key Skills and Experience:
- Minimum 2 years of experience in a contact centre or BPO setting, preferably in a workforce coordination, quality, or team support role.
- Strong real-time monitoring, reporting, and escalation skills.
- Familiarity with contact centre metrics such as AHT (Average Handling Time), ASA (Average Speed of Answer), and SLAs (Service Level Agreements).
- Excellent communication skills and ability to provide timely feedback to frontline staff and team leaders.
- Competency in Microsoft Excel and experience using WFM tools or real-time dashboards.
- High level of accountability, organisation, and detail orientation.
About OracleCMS – Philippines Office
OracleCMS is a leading Australian-owned customer service provider with global operations, including our fast-growing delivery centre in the Philippines. We support more over 2000 clients within Australia across a multitude of different industries with customer service as our focus.
Our Philippines team is an essential part of our service delivery model, known for its commitment to excellence, customer-first mindset, and strong team culture.
Employee Benefits:
- Competitive local salary package
- Annual performance-based incentives
- Ongoing training and professional development opportunities
- Supportive and collaborative work environment
- Fixed weekends off (depending on client assignment)
- Clear career progression pathways across departments