Traffic Control - Spanish & English Market

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

Traffic Control - Spanish & English Market

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Traffic Control - Spanish & English Market

Location: Portugal, Porto

Job category: Operations

Language: English, Spanish

Transcom is a global community of customer experience experts – nimble, driven and committed to the brands we serve. Join us as a Traffic Control Specialist, where you’ll be responsible for supervising and coordinating the resources allocated to the operation.

Join Transcom as a Traffic Control Specialist! Be at the front of our service operations, ensuring the right resources are in place to deliver an excellent customer experience and meet both internal and client targets. In this role, you will:

• 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 consistently 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;
• Optimise RSE resources by balancing staffing levels, incoming call volumes, abandoned calls and time between calls;
• Participate in cross-departmental meetings and collaborate with internal teams to identify improvements and optimise service operations.

What’s in it for YOU!

• International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;
• Opportunity to work across different regions and advance your career internationally;
• Connect and collaborate daily with diverse teams and global experts;
• Continuous development through our internal learning platforms and external training;
• Corporate benefits and discounts.

To be successful in this role, the following is needed:

• C1 or native written and spoken proficiency in Spanish;
• B2 or more written and spoken proficiency in English;
• Degree and/or professional training in Administrative Management is a plus;
• Medium to advanced knowledge of all Office tools;
• Previous experience of at least 1 year in a similar role, experience within the contact centre industry is a plus;
• Strong organisational and planning skills, with the ability to coordinate resources, monitor performance and prevent or correct deviations;
• Analytical and problem-solving mindset, with strong numerical and logical skills and attention to detail;
• Ability to adapt quickly to changing priorities, targets and operational requirements;
• Team player who is approachable, collaborative and willing to contribute to a positive working environment;
• Experience with contact centre operational tools such as CTI, Avaya, Presence or Altitude is a plus.

What Life at Transcom is like! At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.