Traffic Operations Coordinator
hace 4 semanas
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.
- 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).
- 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.
- 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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