Working Location: Thanh Khe District, Danang
Job Description:
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 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.
Job Requirements:
- 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.
1. Salary and Benefits:
- Attractive salary and benefits (Competitive Basic Salary, Lunch allowance, ..);
- 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;
- Training and career development opportunities.
All interested candidates are welcome to apply. Please send your resume expressing your interest to us at jobs@gearinc.com.
Kindly note that only shortlisted candidates will be contacted by our HR team.
