Real-Time Analyst

Gear Inc is seeking a Real-Time Analyst 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.