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Traffic Controller - EMEA 5CA. 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.. . 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, Egypt or 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 Requirement. s.  . . . 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.. .