Real Time Analyst (Data Analyst)

Hi Connections!

Gear Inc. Surabaya is now looking for 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:

Monitor real-time work volume, schedule adherence and agent's activity

Manage queue and coordinates with operations for agent's schedules adjustments and no-productive activities to meet the KPI targets

Provides inputs and analysis on volume trends, AHT, utilization, shrinkages and attendance

Work as a liaison between Operation, IT and other departments whenever there are outages/issues impacting performance

Prepare and generate real-time performance reports to leaders

Coordinate with Workforce Leaders and Management for any critical items on daily, weekly, and monthly basis

Create initiatives that will help the team and/or the organization

Manage ad-hoc real-time requests

Attend and spearhead meetings discussion yesterday and current day performance

Requirements:

Bachelor's degree or diploma in every major

Excellent communication skills, speaking, reading and writing in English

Advance skills with MS Office and Google suite

Minimum 1 year experience as RTA or in any workforce management field

Experience in a content moderation, contact center, customer service or any BPO environment is preferred

Good Organizational, time-management and analytical skills

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