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The Real-Time Analyst monitors work volumes and agent adherence to ensure optimal staffing and SLA attainment. They are responsible for intra-day workforce management, trend analysis, and delivering performance reports to leadership.
Requirements
Candidates need a university degree and at least 6 months of experience in a data-focused role. Proficiency in MS Excel/Google Spreadsheets, strong analytical skills, and the ability to work rotating 24/7 shifts are required.
Full job description
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.
Accelerating your business into the new height through our tailor-fit BPO solutions.
Shift Gears. Drive Growth.
Industry
Outsourcing and Offshoring Consulting
Company size
5,001-10,000 employees
Founded
2007
Headquarters
Singapore, Central Singapore
LinkedIn followers
77,132
Empowering Global Brands Through Custom BPO Solutions
Gear Inc delivers business process outsourcing solutions designed to meet the unique challenges of leading enterprises. Our approach combines cutting-edge technology and global expertise to drive operational excellence, scalability, and measurable results.
Our workforce of 6,000+ individuals spans 24 countries and supports more than 75 languages. We partner with clients to build tailored engines of growth—whether streamlining operations, enhancing customer experiences, or accelerating innovation. Our commitment to secure, results-driven solutions ensures businesses achieve their goals efficiently, no matter the complexity.
Why Gear Inc?
✅ Custom Integration: Solutions evolve to precisely fit client needs
✅ Global Reach: Localized expertise with a worldwide perspective
✅ Tech-Driven: Cutting-edge technological capabilities are combined with hands-on expertise to future-proof your operations
For brands competing in dynamic markets, we are the partner who understands precision matters—in service delivery, client relationships, and long-term success.
Whether you need scalable contact center solutions, careful content moderation, secure financial services, detailed data management, end-to-end gaming support, or tailor-fit business solutions. Gear Inc provides the personal attention you expect with results-driven expertise to propel your business forward.
Visit GearInc.com to explore how we empower growth so you can focus on your core company functions.
- Website: https://www.gearinc.com/
- Facebook: https://www.facebook.com/GearIncGlobal/
- Instagram: @gearincglobal
- YouTube: http://www.youtube.com/@gearincglobal
Offices: 8 Eu Tong Sen Street, Singapore, Central Singapore 59818, SG
moderationcontent moderationimage moderationcontact center solutionscustomer servicecustomer experiencedata entrydata labelingand outsourcingGaming
How many Administrative jobs are open in Hà Nội, Vietnam right now?
There are currently 108 open administrative positions in Hà Nội, Vietnam listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Administrative roles in Hà Nội, Vietnam?
Companies currently hiring include Techcombank (TCB), FedEx, Gear Inc., VINFAST, Bureau Veritas do Brasil, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Administrative jobs in Hà Nội, Vietnam?
Yes — 9 of the 108 open administrative positions offer remote or hybrid work (1 remote, 8 hybrid).
How do I apply for Administrative jobs in Hà Nội, Vietnam?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.