Gear Inc is 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, Application Development, Game Development, and Outsourcing Services. We are experts in moderating online user generated content.
Real Time Analyst
Responsible for monitoring agent and site performance on a real-time basis, making necessary adjustments to staffing and communicating changes and updates to operations and support groups.
Description
- Monitors real-time work volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations.
- Coordinates and manages same day and/or short-term off-line event scheduling for moderation agents while maintaining acceptable performance of the center.
- Analyses trends such as call 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 calls to relay how issues are impacting the centre performance.
- Assists in the development of all reports and/or processes that increase the ability of the center to plan and predict performance effectively, efficiently and accurately.
- Effectively communicate center performance and information by providing reports and updates regarding the recent, current, and future business productivity.
- Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders and management to set expectations and confirm business needs to allow the business to make better decisions.
- Provides the business with timely status updates on projects and initiatives.
- Complete necessary reports, ad hoc reports as required.
Requirements
- Excellent communications skills, speaking, reading and writing in English and Bahasa.
- Minimum 1 year experience as RTA or in any Workforce Management related field.
- Content moderation work experience is a plus but not required.
- 1 year of experience working in a call center or BPO environment highly desired.
- Good Organizational, time-management skills and good work ethic.
- Advance skills with MS Office and Google suite.
- In-depth knowledge of managed services industry performance metrics.
- Creative thinker, good problem-solving and analytical skills.
- Willing to work on public holidays and shifting schedules including night shifts.
Job Type: Full-time
Ability to commute/relocate:
- Denpasar: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Data Analyst: 1 year (Required)
- Workforce Management: 1 year (Required)
- BPO / Services Industry: 1 year (Required)
Language:
- english fluently (C1/C2) (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
- Overnight Shift (Required)
Application Deadline: 06/18/2023
Expected Start Date: 06/02/2023
