Traffic Operations Coordinator

hace 4 semanas


Colombia 5CA A tiempo completo
About the Role

We are seeking a highly skilled Traffic Controller to join our team at 5CA. As a Traffic Controller, you will be responsible for ensuring the smooth operation of our services, monitoring agent activities, and maintaining business coverage.

Key Responsibilities
  • Monitor and manage agent activities to ensure adherence to established business metrics.
  • Update Verint with last-minute information to ensure accurate forecasting and scheduling.
  • Cover coverage gaps caused by unplanned absences to maintain service delivery.
  • Relay problems to IT to ensure prompt resolution.
  • Verify incoming interactions are handled efficiently.
  • Review current week schedules to ensure optimal resource allocation.
  • Maintain close relationships with Team Leads and Operation Managers to ensure effective communication.
About You
  • You are located in Colombia or Costa Rica.
  • Hard requirement: Experience with Fresh Desk, Helpshift, Zendesk, or other equivalent systems.
  • Experience with real-time forecasting, schedule updates, and reporting.
  • Knowledge of CS-related calculations, macros, 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, or 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.

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