Real Time Analyst (Data Analyst)

Hi Connections!

Gear Inc. Bali is now looking for a Real Time Analyst (Data Analyst).

We are 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, applicant development, and outsourcing services. We are experts in moderating online user-generated content.

For more information, please visit our website: Gear Inc.

Job Description:

1. Monitor real-time work volume, schedule adherence, and agent's activity.
2. Manage queue and coordinate with operations for agent’s schedule adjustments and non-productive activities to meet KPI targets.
3. Provide inputs and analysis on volume trends, AHT, utilization, shrinkages, and attendance.
4. Work as a liaison between operations, IT, and other departments whenever there are outages/issues impacting performance.
5. Prepare and generate real-time performance reports to leaders.
6. Coordinate with workforce leaders and management for any critical items on a daily, weekly, and monthly basis.
7. Create initiatives that will help the team and/or the organization.
8. Manage ad-hoc real-time requests.
9. Attend and spearhead meetings discussing yesterday's and current day performance.

Requirements:

1. Bachelor’s degree or diploma in any major.
2. Excellent communication skills, speaking, reading, and writing in English.
3. Advanced skills with MS Office and Google Suite.
4. Minimum 1 year experience as RTA or in any workforce management field.
5. Experience in content moderation, contact center, customer service, or any BPO environment is preferred.
6. Good organizational, time-management, and analytical skills.
7. Willing to work on public holidays and shifting schedules, including night shifts.

Office location: Imam Bonjol No. 502, Denpasar Barat, Bali.