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.

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