Traffic Control Specialist (Spanish & English)

Transcom, a global community of customer experience experts, is seeking a Traffic Control Specialist to oversee and coordinate operational resources. This role is pivotal in ensuring that service levels and client targets are met through effective resource management. As a Traffic Control Specialist, you will be at the forefront of our service operations, guaranteeing that the right resources are in place to deliver exceptional customer experiences. Your key responsibilities will include: proactively managing resources to meet service levels, internal KPIs, and client targets; monitoring CSR attendance, adherence, and compliance with procedures; overseeing CSR performance and workload on the platform; maintaining and updating operational databases for shifts, adherence, and forecasts; preparing and analyzing reports on productivity, incidents, and service performance; adapting resource planning to changes in targets, call volumes, and required skills; allocating CSR breaks and training sessions; monitoring end-user workload and call handling; optimizing RSE resources by balancing staffing and call volumes; and participating in cross-departmental meetings to drive improvements. We offer an international and inclusive environment, opportunities for career advancement across regions, daily collaboration with diverse teams, continuous learning through internal and external training, and corporate benefits. To succeed in this role, you should have C1 or native proficiency in Spanish, B2 or higher in English, a degree or professional training in administrative management (preferred), medium to advanced Office skills, at least one year of relevant experience (contact centre experience is a plus), strong organizational and planning abilities, analytical and problem-solving skills, adaptability, a collaborative team spirit, and familiarity with contact centre tools such as CTI, Avaya, Presence, or Altitude (preferred). At Transcom, we are committed to our clients and each other, fostering an environment where everyone is included and supported from day one. With the right mindset, there is no limit to what we can achieve together.