TRAFFIC CONTROLLER

Rīga, Kr.Valdemāra iela 21
Published: 19. June 2017 Deadline: 26. June 2017

Webhelp is a global business process outsourcer (BPO), specializing in customer experience and payment management in addition to sales and marketing services across voice, social and digital channels.

From 27 countries with a 35,000-strong team, our focus is on engineering performance improvements and delivering a real and lasting transformation in our clients’ operating models to generate financial advantage. Company in Latvia will operate as part of the Nordic Cluster of Webhelp. More information can be found at www.webhelp.com

At the moment Webhelp is opening BPO center in Riga and is looking for 

TRAFFIC CONTROLLER

As a Traffic Controller at Webhelp, you will be responsible for the daily monitoring of our service levels, handling our daily client communication and the absence phone for our department in Latvia.  

This position involves ensuring the department achieves all key service levels by effectively coordinating resources in a way that maximizes efficiencies, lowers cost and contributes to continued client and employee satisfaction.   

Responsibilities: 

  • Ensuring we achieve our targets and goals – both productively and financially 
  • Scheduling, optimization and ensuring all key service levels are achieved – everyday 
  • Real time monitoring and follow-up with operation in every country continuously throughout the day 
  • Absence calls and schedule updates while planning activities to fill occupancy with training, meetings and 1-2-1’s 
  • Protect the operation in times of low staffing making key strategic decisions to ensure staffing accuracy 
  • Report risks and concerns to the relevant departments within the organization 
  • Insuring proactive communication with our client at all times 

Experience: 

  • ​1 year experience in the field preferably
  • Experience in controlling, planning field
  • Monitoring and analyzing experience
  • Fluent English (verbal and in writing) and Russian (verbal) 
  • Excellent computer skills (MS Excel, data bases, systems)  ​

Who you are:  

  • You are result orientated and motivated to achieve success 
  • You have “drive” and high energy 
  • You are very structured and analytical 
  • You understand the many different layers within the organization – and how to get your message through, every day 
  • You are able to navigate between our many systems and receiving a lot of information during the day 
  • You are able to go the extra mile – especially during our most busy periods of the year ​

We offer:

  • Interesting, responsible and dynamic job in an international company
  • Social guarantees and health insurance
  • Competitive remuneration package based on qualification
  • All necessary training and technical support
  • Professional growth and international career development opportunities

The position:

The position is a full time employment and You will be located in Riga, Latvia, but it will be necessary to count in travel days, where you have to visit and work in Webhelp in Denmark, Norway, Finland and Sweden.  

 

If you are interested, please send your CV and application letter

 

Only second round candidates will be contacted.

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When applying for a job vacancy, the candidate agrees to his/her personal data storage on CV-Online Latvia Ltd internal confidential database with an aim that his/her personal data are processed in other CV-Online Latvia Ltd conducted recruitment projects. In case the candidate does not want to give his/her consent to CV-Online Latvia Ltd. for further processing of his/her personal data for this aim, it should be indicated in the application. Without the candidate’s consent his/her personal data will not be distributed to third parties.

 

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