Real-Time Analyst

Gear Inc is seeking Real-Time Analyst positions for our Moderation team. Our Real Time Analyst will work directly with Regional Workforce Manager and be responsible for following tasks, including but not limited to:

- Monitors real-time work volume and schedule conformance via TCS to efficiently utilize staffing resources
- Coordinates and manages same-day and/or short-term offline event scheduling for moderation agents while maintaining acceptable performance of the center
- Analyses trends such as volume, AHT, latency, utilization, shrinkages, and attendance to understand and plan for potential overstaffing/understaffing conditions; adjust plans prior to and/or same day to enable teams to attain appropriate performance results
- Participates in Help Desk internal and external communications to relay how issues are impacting the center's performance
- Effectively communicate center performance and information by providing reports and updates regarding recent, current, and future business productivity
- Ensures that service level targets as well as other programs/client targets through schedule adherence and compliance.

What benefits you will get

1. Salary and Benefits

- Attractive salary and benefits (Competitive Basic Salary, Lunch allowance, 13th Salary, Additional Bonus, Profit Sharing) and annual salary review.
- 100% compulsory insurance covered by the company after the probation.
- Premium Healthcare and Mental Health Care service for you, 100% covered by the company.
- Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world.
- Annual health check, annual flu vaccination.
- Fantastic internal events.
- Summer vacation (Paid days off and bonus).
- Paid leave (12 days/year).

2. Working Environment

- 5 shifts per week, night shifts included (equivalent to 40 working hours/ week).
- International, fun and professional working environment
- Standing desks if you like, Modern hardware, No dress code, Free drinks (coffee, tea, etc.)
- English working environment
- Internal English class fully sponsored by the Company with a native teacher during working time.
- Training and career development opportunities.