Traffic Controller - EMEA
5CA
Aïoun El
il y a 9h
source : Emploimauritanie

Détails de l'annonce

Poste proposé : Traffic Controller - EMEA

Impact

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

  • Coordinate staffing allocation and availability of Customer Service staff in order to achieve service level objectives
  • Monitor site to ensure optimal staffing levels for every queue in Fresh desk and other platforms
  • Run and analyze various reports and forecasting, proactively advising on bottlenecks and improvements
  • Administer volume contingency action plans as deemed necessary and appropriate.
  • Profil recherché pour le poste : Traffic Controller - EMEA

    Job Requirements

  • 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
  • Knowledge of forecasting / scheduling software such as Verint
  • Possess strong organizational skills, excellent prioritizing and an independent mindset
  • Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail;
  • Fluent in English, both written and spoken
  • Critères de l'annonce pour le poste : Traffic Controller - EMEA Métier : Management, direction généraleProduction, maintenance, qualité Secteur d activité : Informatique, SSII, InternetMarketing, communication, médias

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