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Traffic Controller - EMEA

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

District of Columbia (USA), Washington (USA), United States

Offer summary

Qualifications:

Experience with Zendesk or equivalent systems, Knowledge of forecasting/scheduling software like Verint, Strong organizational and prioritizing skills, Intermediate English proficiency (B2 minimum), Experience in real-time forecasting and scheduling.

Key responsabilities:

Ensure adherence bot is operating properly
Handle schedule changes via Zendesk
Maintain close relationships with Team Leads
Perform line checks and review current schedules
Relaying technical problems to IT team

5CA Facility Management Large https://www.5ca.com/

1001 - 5000 Employees

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Job description

About The Job

The 5CA Traffic Controller keeps track of agent’s activities and business coverage, ensuring our clients have a steady, reliable service and our agents are provided with a workflow that guarantees successful productivity within established business metrics. The Traffic Controller will closely monitor tickets and e-mails while ensuring every agent is provided with assigned duties within their capabilities and skills.

Responsibilities

Ensure that the adherence bot is operating
Update Verint with last minute information
Handle schedule change requests via Zendesk
Cover coverage gaps caused by Unplanned Absence
Relaying problems to IT
Verify the incoming interactions are handled
Review the "current week" schedules
Schedule ad-hoc meetings
Maintain close relationships with Team Leads and Operation Managers
Perform line checks

About you

You are located in Albania, Egypt or South Africa.
Hard requirement: Experience with Fresh Desk, Helpshift, Zendesk, or other equivalent systems.
Experience with the real-time forecast, schedule updates, and reporting
Knowledge of CS-related calculations, macro's and forecasting would be a plus
Knowledge of forecasting/scheduling software such as Verint would be a plus
Possess strong organizational skills, excellent prioritizing and an independent mindset
Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail;
You speak English at an intermediate level (minimum B2).

Technical Requirements

A minimum internet speed of 10 Mb/s download and 10 Mb/s upload internationally.
A minimum of 8 GB RAM.
A 64-bit version of Windows 10 or newer, or macOS 10.11 or newer.
An Intel Core i5-8260U or other with better/similar performance (Has to be 8th Gen Intel or above, if Ryzen; 2nd Gen or above).
A smartphone usable for two-factor authentication that runs at least:
- Android 8.0 or newer.
- Apple iOS 15.0 or newer.

We offer

The flexibility to work 100% remotely with no wasted commute time and travel costs.
A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients.
A diverse and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness.
Innovative digital tools, and continuous opportunities for learning and development.
Access to Udemy Business for learning and development.
Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few.