Family Mart 3.7 ★

Job Description

Gear Inc. is seeking Real-Time Analyst positions for our Moderation team. Our Real Time Analyst will work directly with Regional Workforce Manager and be responsible for the following tasks, including but not limited to:

• Monitors real-time work volume and schedule conformance via internal tool to efficiently utilize staffing resources
• Coordinates and manages same-day and/or short-term offline event scheduling for moderation agents while maintaining acceptable performance of the center
• Analyses trends such as volume, AHT, latency, utilization, shrinkages, and attendance to understand and plan for potential overstaffing/understaffing conditions; adjust plans prior to and/or same day to enable teams to attain appropriate performance results
• Participates in Help Desk internal and external communications to relay how issues are impacting the center's performance
• Effectively communicate center performance and information by providing reports and updates regarding recent, current, and future business productivity
• Ensures that service level targets as well as other programs/client targets through schedule adherence and compliance.

Job Requirements

• University Degree, ideally in a relevant degree such as data analysis or similar;
• Minimum of 1 year of proven experience in a relevant position;
• Proficient in English communication
• Demonstrated ability to create and analyze quality reports
• Advanced knowledge in real-time management analysis with strong decision-making skills
• Content Moderation familiarity is a plus
• Excellent data analysis skills with a strong logical thinking mindset; ability to organize and analyze data in a structured manner
• Intermediate knowledge in performing root cause analysis.
• Highly proficient in using MS Excel
• Impeccable attention to detail.
• Personal traits and self-management skills are required to manage unique risks and a fast-paced work environment within the Content Moderation industry. Candidates may potentially be exposed to harmful content.

What benefits you will get

1. Salary and Benefits

• Attractive salary and benefits and annual performance review.
• 100% compulsory insurance covered by the company after the probation.
• Premium Healthcare and Mental Health Care service for you, is 100% covered by the company.
• Extra bonus per personal event (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, annual flu vaccination.
• Fantastic internal events.
• Summer vacation (Paid days off and bonus).
• Paid leave (12 days/year).

2. Working Environment

• 5 shifts per week, night shifts included (equivalent to 40 working hours/ week)
• International, fun, and professional working environment
• Standing desks if you like, Modern hardware, No dress code, Free drinks (coffee, tea, etc.)
• English working environment.
• Training and career development opportunities.

Working Location: Thanh Khe District, Danang