Real-Time Analyst

Gear Inc is seeking a Real-Time Analyst 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:

• Real-Time Performance Monitoring: Proactively monitor real-time work volumes, agent schedules, and adherence using internal tools to ensure optimal staffing and resource allocation;
  
  Intra-day Workforce Management: Strategically coordinate and manage same-day offline activities (e.g., training, meetings) for moderation agents, balancing operational needs with maintaining and exceeding performance targets;
• Trend Analysis & Forecasting: Analyze key operational metricsincluding traffic volume, Average Handling Time (AHT), latency, Utilization Rate, and shrinkageto identify trends. Proactively adjust staffing plans to mitigate risks of overstaffing or understaffing and ensure performance goals are met;
• Incident Management & Communication: Serve as a key point of contact for operational issues, effectively communicating the impact on performance to internal stakeholders and Help Desk teams;
• Reporting & Data Storytelling: Develop and deliver clear, concise reports on center performance. Provide regular updates to leadership on historical, current, and forecasted productivity to support strategic decision-making;
• SLA & Target Attainment: Drive the achievement of Service Level Agreements (SLAs) and other client-specific targets by ensuring strict schedule adherence and compliance across the moderation team.

• Education & Experience: A relevant university degree and at least 6 months of hands-on experience in a data-focused role;
• Analytical Mindset: You possess excellent data analysis and logical reasoning skills, with a knack for organizing complex information in a structured way;
  
  Reporting Prowess: You can build and analyze insightful reports that drive action and improve quality;
• Decisive & Agile: You excel at real-time data analysis and are confident in making quick, informed decisions;
• Problem Solver: You have intermediate-to-strong skills in root cause analysis;
  
  Excel Expert: You are highly proficient in MS Excel/Google Spreadsheet and can manipulate data with ease;
• Clear Communicator: You are fluent and effective in English communication;
• Detail-Oriented: You have a meticulous eye for detail;
• Bonus Points: Familiarity with the Content Moderation space is a huge plus!

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