Traffic Controller Remote Job At 5CA
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.
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
We offer
- A fast-growing organization (double-digit growth!) and an international, inclusive company culture
- An inspiring environment with young, brilliant, and creative professionals with which you will have lots of fun
- Continuous learning and plenty of opportunities for growth within your field of expertise
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