Working Location: Thanh Khe District, Danang
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 following tasks, including but not limited to:
– Monitors real-time work volume and schedule conformance via TCS 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 analyst 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 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.
– From 1 year of experience with Data Analyst
– Strong technical skills: Excel, Spreadsheet. Power BI is a plus
– Communication English level: able to communicate and reports in English
– Can work on shifts, including night shifts and holidays. 9 hours/ shift (1 hour unpaid lunch break), 5 shifts/ weeks, amounting to 40hours/ week.

What benefits you will get
1. Salary and Benefits
– Attractive salary and benefits (Competitive Basic Salary, Lunch allowance, 13th Salary, Additional Bonus, Profit Sharing) and annual salary review.
– 100% compulsory 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, 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
– Internal English class fully sponsored by the Company with a native teacher during working time.
– Training and career development opportunities.

All interested candidates are welcome to apply. Please send your resume expressing your interest to us at: [email protected] with Subject: [DN43] Real-Time Analyst – Full-name. Kindly note that only shortlisted candidates will be contacted by our HR team.