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.