Real-Time Analyst

Working Location: VTC Online Building, 18 Tam Trinh, Bach Mai, Hanoi

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:

• Real-Time Performance Monitoring: Proactively monitor real-time work volumes, agent schedules, and adherence using internal tools to ensure optimal staffing and resource allocation;
• Intra-day Workforce Management: Strategically coordinate and manage same-day offline activities (e.g., training, meetings) for moderation agents, balancing operational needs with maintaining and exceeding performance targets;
• Trend Analysis & Forecasting: Analyze key operational metricsincluding traffic volume, Average Handling Time (AHT), latency, Utilization Rate, and shrinkageto identify trends. Proactively adjust staffing plans to mitigate risks of overstaffing or understaffing and ensure performance goals are met;
• Incident Management & Communication: Serve as a key point of contact for operational issues, effectively communicating the impact on performance to internal stakeholders and Help Desk teams;
• Reporting & Data Storytelling: Develop and deliver clear, concise reports on center performance. Provide regular updates to leadership on historical, current, and forecasted productivity to support strategic decision-making;
• SLA & Target Attainment: Drive the achievement of Service Level Agreements (SLAs) and other client-specific targets by ensuring strict schedule adherence and compliance across the moderation team.

Job Requirements:

• Education & Experience: A relevant university degree and at least 6 months of hands-on experience in a data-focused role;
• Analytical Mindset: You possess excellent data analysis and logical reasoning skills, with a knack for organizing complex information in a structured way;
• Reporting Prowess: You can build and analyze insightful reports that drive action and improve quality;
• Decisive & Agile: You excel at real-time data analysis and are confident in making quick, informed decisions;
• Problem Solver: You have intermediate-to-strong skills in root cause analysis;
• Excel Expert: You are highly proficient in MS Excel/Google Spreadsheet and can manipulate data with ease;
• Clear Communicator: You are fluent and effective in English communication;
• Detail-Oriented: You have a meticulous eye for detail;
• Shift-Working Availability: The business operates 24/7 with Mandatory Rotating Shifts. The shift schedule is not fixed. All RTAs must work rotating shifts, which include morning, afternoon, and closing/night shifts;
• Bonus Points: Familiarity with the Content Moderation space is a huge plus

Salary and Benefits:

• Attractive salary and benefits (Competitive Basic Salary, Lunch allowance, ..);
• 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);
• Annual health check, annual flu vaccination;
• Fantastic internal events;
• Summer vacation (Paid days off and bonus);
• Paid leave (12 days/year).

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.

Kindly note that only shortlisted candidates will be contacted by our Talent Acquisition team.