Real Time Analyst (Data Analyst)

Talent Acquisition Specialist at Gear Inc. | Ex-Grab | Ex-Ruangguru | Always Hiring! | People & Branding Enthusiast. About the job

Gear Inc is an American owned and operated business process outsourcing company operating in Southeast Asia. Matchbox Mobile – Gear Inc provides industry leading Image Moderation, Social Media Management, IT Consulting, Application Development, Game Development, and Outsourcing Services. We are experts in moderating online user generated content. For more information, please visit our websites: https://www.gearinc.com/ and https://puremoderation.com/

Qualifications

Previous experience in a contact center or content moderation or customer service environment.

Proficiency in using workforce management software and real-time monitoring tools.

Strong analytical skills with the ability to interpret real-time data and make quick decisions.

Excellent communication and interpersonal skills.

Detail-oriented with the ability to multitask in a fast-paced environment.

Problem-solving skills and the ability to remain calm under pressure.

Basic understanding of call center/content moderation operations, metrics, and key performance indicators.

Ability to work flexible hours and shifts as needed.

Knowledge of workforce management principles is a plus.

Responsibilities

Monitor real-time call/input volumes, agent availability, and other key metrics to ensure optimal staffing levels and performance.

Make real-time adjustments to staffing and resource allocation based on fluctuating call/input volumes, traffic patterns, and agent availability.

Communicate with contact center supervisors, managers, and agents to provide updates on call/input volume trends and any necessary adjustments to schedules.

Use workforce management software and tools to track and manage real-time activities, including queues, agent states, and service levels.

Analyze data to identify trends and patterns in call/input volume, handle times, and other operational metrics, providing insights for continuous improvement.

Collaborate with forecasting and scheduling teams to align real-time activities with forecasted demand and planned staffing levels.

Ensure adherence to schedules and breaks, adjusting to maintain appropriate agent coverage.

Escalate critical issues and deviations from service level targets to appropriate stakeholders for resolution.

Monitor and report on individual agent performance, including adherence to schedules, break times, and call/input handling metrics.

Provide support and guidance to supervisors and agents on real-time scheduling adjustments and process adherence.

Contribute to the development and improvement of real-time monitoring procedures and best practices.

Generate and distribute real-time reports and dashboards to inform stakeholders about operational performance.

Stay up-to-date with industry trends and technologies related to contact center operations and real-time monitoring.

Attractive basic salary Allowance (attendance, transportation, overtime, and public holiday) Mental Health Care service (on site Psychologist and mental health application) Private Health Insurance Monthly internal events Paid leave

International, fun, and professional working environment: Working closely with experienced foreign experts; Training and career development opportunities; Sport activities and game room.

Seniority level

Associate

Employment type

Full-time

Job function

Analyst

Industries

Outsourcing and Offshoring Consulting

Referrals increase your chances of interviewing at Gear Inc. by 2x.

#J-18808-Ljbffr