Bilingual Traffic & Resource Planning Coordinator

Transcom; Porto; Presencial; EUR 24 000 - 38 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Corporate benefits and discounts

Resumo da oferta

Transcom is seeking a Traffic Control professional for the Spanish & English market in Porto. The role focuses on proactive resource management to meet service levels, monitor attendance, and optimise CSR performance and workload on the platform.

The successful candidate will maintain databases, prepare productivity and performance reports, and adapt planning to changing targets and call volumes. Strong English and Spanish skills, plus MS Office proficiency, are essential.

Qualificações

• Spanish proficiency at least C1 in writing and speaking.
• English proficiency at least B2 in writing and speaking.
• Degree or professional training in Administrative Management is a plus.
• Medium to advanced knowledge of MS Office tools.
• Previous experience of 1 year in a similar role or in a contact centre is a plus.
• Strong organisational and planning skills and attention to detail.

Responsabilidades

• Proactively manage resources to ensure compliance with service levels, KPIs and client targets.
• Monitor CSR attendance, absences, late arrivals and adherence to procedures.
• Monitor CSR performance and workload on the platform and ensure service standards.
• Maintain and update operational databases, including shifts and client forecasts.
• Prepare and analyse reports on productivity, incidents, performance and improvements.
• Adapt resource planning to changes in targets, service levels and call volumes.
• Allocate CSR breaks, training and time away from workstation for internal activities.
• Monitor end-user workload and CSR support to optimise operational performance.
• Collaborate in cross-departmental meetings to identify improvements.

Conhecimentos

Spanish (C1)

English (B2)

Analytical skills

Organisational skills

Problem solving

Team player

Formação académica

Degree in Administrative Management

Professional training in Administrative Management

Ferramentas

MS Office

CTI

Avaya

Presence

Altitude

Descrição da oferta de emprego

Transcom is seeking a Traffic Control professional for the Spanish & English market in Porto. The role focuses on proactive resource management to meet service levels, monitor attendance, and optimise CSR performance and workload on the platform.

The successful candidate will maintain databases, prepare productivity and performance reports, and adapt planning to changing targets and call volumes. Strong English and Spanish skills, plus MS Office proficiency, are essential.