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
