Real Time Analyst (Data Analyst)

Hi Connections!

Gear Inc. Surabaya 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: https://www.gearinc.com/

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 the KPI targets.
3. Provide inputs and analysis on volume trends, AHT, utilization, shrinkages and attendance.
4. Work as a liaison between Operation, 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: VOZA Tower, Jl. Mayjen HR. Muhammad No.31, Pradahkalikendal, Kec. Dukuhpakis, Surabaya, Jawa Timur 60189.