Real Time Analyst and Compliance Officer

Position Title: Staff Compliance Coordinator

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:

1. Attendance Compliance:

2. Track daily attendance and punctuality.

3. Ensure high standards of attendance across all staff and promptly follow up with team leaders or individuals on discrepancies.

4. Real-Time Efficiency Monitoring:

5. 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:

6. Maintain and review the staff training matrix.

7. Identify underutilised or over-available agents and schedule them for upskilling or refreshers based on client and operational priorities.

8. Break and Lunch Management:

9. Assist team leaders in scheduling and managing lunch breaks in line with real-time queue forecasts and staffing levels.

10. Ensure all staff are adhering to scheduled break procedures.

11. Procedural Breach Management:

12. Follow up directly with agents who exceed procedural allowances.

13. Document reasons for breaches and escalate repeat patterns to the appropriate manager.

14. Reporting:

15. Produce and submit an End of Day Compliance Report summarising attendance, adherence breaches, queue issues, agent exceptions, and recommended corrective actions.

16. 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