Bilingual Traffic Control Specialist (Spanish/English)

Transcom; Porto; Presencial; EUR 17 000 - 22 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Corporate benefits and discounts

Resumo da oferta

Transcom in Porto, Portugal seeks a Traffic Control Specialist to supervise and coordinate resources for the operations, ensuring service levels and client targets are met.

You will monitor attendance, performance and workloads, update dashboards, and prepare reports, collaborating with several teams. Proficiency in Spanish (C1) and English (B2) is required; a degree in Administrative Management is a plus.

This role offers an international environment and corporate benefits.

Qualificações

• Proficiency in Spanish at C1 level, and English at least B2.

Responsabilidades

• Proactively manage resources to ensure compliance with service levels, internal KPIs and client targets.
• Monitor CSR attendance and adherence, including absences, late arrivals and compliance with established procedures.
• Monitor CSR performance and workload on the platform, ensuring that service standards and Transcom procedures are followed.
• Maintain and update key operational databases, including shifts, adherence and client forecasts.
• Prepare and analyse reports covering productivity, incidents, service performance and opportunities for improvement.
• Proactively adapt resource planning to changes in targets, service levels, call volumes, routes and required skills.
• Allocate CSR breaks, training sessions and time away from the workstation for internal activities, ensuring service levels are maintained.
• Monitor end-user workload, call handling and CSR support to optimise operational performance.
• Balance staffing levels and call volumes to optimise RSE resources.
• Participate in cross-departmental meetings to identify improvements and optimise service operations.

Conhecimentos

Spanish (C1)

English (B2)

Formação académica

Administrative Management degree

Ferramentas

Office tools

Descrição da oferta de emprego

Transcom in Porto, Portugal seeks a Traffic Control Specialist to supervise and coordinate resources for the operations, ensuring service levels and client targets are met.

You will monitor attendance, performance and workloads, update dashboards, and prepare reports, collaborating with several teams. Proficiency in Spanish (C1) and English (B2) is required; a degree in Administrative Management is a plus.

This role offers an international environment and corporate benefits.