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.
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Responsibilities Ensure that the adherence bot is operating Update Verint with last minute information Cover coverage gaps caused by Unplanned Absence Relaying problems to IT Verify the incoming interactions are handled Review the "current week" schedules Maintain close relationships with Team Leads and Operation Managers About you You are located in the Philippines . 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 prioritizingand 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 Requirement s 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. Find more info in our FAQ Are you not finding what you're looking for?#J-18808-Ljbffr
