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 

• 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 Colombia or Costa Rica.
• 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.

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.