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Work From Home Traffic Controller Job from 5CA | Remote South Africa

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About The Job

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.

This is: 15.00 – 00.00 CET shift with Thursdays and Fridays off

Responsibilities 

  • Ensure that the adherence bot is operating
  • Update Verint with last minute information
  • Handle schedule change requests via Zendesk
  • Cover coverage gaps caused by Unplanned Absence
  • Relaying problems to IT
  • Verify the incoming interactions are handled
  • Review the “current week” schedules
  • Schedule ad-hoc meetings
  • Maintain close relationships with Team Leads and Operation Managers
  • Perform line checks

About you

  • You are located in Albania and South Africa.
  • 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  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).

Technical Requirements 

  • 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.
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