We are seeking Real-Time Analyst positions for our Moderation team. Our Real Time Analyst will work directly with Regional Workforce Manager.
Responsibility
- 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.
Key skills and experience
- 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;
- Personal traits and self-management skills are required to manage unique risks and a fast pace work environment within the Content Moderation industry. Candidates may potentially be exposed to harmful content.
Benefits
1. Salary and Benefits
- Attractive salary and bonus;
- 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;
- Fantastic internal events;
- Paid leave (12 days/year).
2. Working Environment
- We work 40 hours per week;
- International, fun and professional working environment;
- Modern hardware provided by the company (laptop, monitor, etc.)
- No dress code;
- Free drinks (coffee, tea, etc.);
- English working environment;
- Training and career development opportunities
