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

  • 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;
  • Fluent in English, both written and spoken

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.

Apply now!

It'll only take a minute

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

  • 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;
  • Fluent in English, both written and spoken

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.

  • 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

  • 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;
  • Fluent in English, both written and spoken

  • 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 Open Up, an employee mental health platform offering access to certified psychologists, online resources, etc.
  • 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.

Find more info in our FAQ

The recruitment process for active job openings can take 2-4 weeks.

The length of time varies depending on how many applications we receive and how quickly candidates respond to our recruitment emails. However, you’ll usually have a response within a week of your application or assessment.

For open applications, we’ll add your application to the 5CA talent pool and consider you when an active position becomes available.

The 5CA recruitment process consists of five simple steps:

1. Application: The first step in our recruitment process. If your skills and experience match our job requirements and the position aligns with your career goals, don’t hesitate to submit your application!

2. Screening interview: If you are shortlisted, you will be invited for our first interview with a recruiter and the hiring manager. This interview typically lasts 45 minutes.

3. Assessment: During our recruitment process, we use psychometric assessments to determine if candidates have the right skill set and attributes for their applied position. We, therefore, assess whether a candidate is the right fit for a role.​

4. Manager interview: If your first interview is successful and you have passed the assessments, you’ll meet the Hiring Manager for a second interview. This interview can take up to 60 minutes.

5. Offer: If you complete all stages successfully, we’ll extend an offer and provide the tools and support you need to thrive in your new role at 5CA.

5CA is open to applications from almost anywhere in the world, provided you meet a job’s requirements. However, we consider plenty of things when reviewing your application.

For example, we consider shifts and working hours for all positions. As a company, we aim to pay a fair wage while ensuring employees avoid working night shifts wherever possible.

If you’re based in a location we can’t receive applications from, you’ll see a notice in the application form letting you know if we can process your application further. If no such message is present, feel free to apply

Are you not finding what you’re looking for?

Then you can go to our FAQ page.