Job Openings Real-Time Analyst (RTA)

About the job Real-Time Analyst (RTA)

Introduction

Gear Inc. is seeking Real-Time Analyst positions for our Moderation team. Our Real Time Analyst will work directly with Regional Workforce Manager

Responsibility

  • Monitors real-time work volume and schedule conformance via internal tool 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.

Key skills and experience

  • University Degree, ideally in a relevant degree such as data analyst or similar;

  • Minimum of 1 year of proven experience in a relevant position;

  • Proficient in English communication;

  • Demonstrated ability to create and analyze quality reports;

  • Advanced knowledge in real time management analysis with strong decision making skills;

  • Content Moderation familiarity is a plus;

  • Excellent data analysis skills with strong logical thinking mindset; ability to organize and analyze data in a structured manner;

  • Intermediate knowledge in performing root cause analysis;

  • Highly proficient in using MS Excel;

  • Impeccable attention to detail;

  • Personal traits and self-management skills are required to manage unique risks and a fast pace work environment within the Content Moderation industry. Candidates may potentially be exposed to harmful content.

Benefits

1. Salary and Benefits

  • Attractive salary and bonus;

  • 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;

  • Fantastic internal events;

  • Paid leave (12 days/year).

2. Working Environment

  • We work 40 hours per week;

  • International, fun and professional working environment;

  • Modern hardware provided by the company (laptop, monitor, etc.)

  • Free drinks (coffee, tea, etc.);

  • English working environment;

  • Training and career development opportunities

Working Location: Hai Ba Trung, Ha Noi.



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