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Traffic Controller

Régió: Budapest

HAYS Hungary Kft.
Hozzáadva: 2017.09.29.
Jelentkezési határidő: 2017.10.25.
Hirdetés azonosító: 1186795


Traffic Controller

Your new company:

Our partner, who is a multinational Shared Service Centre in Budapest providing IT area, is currently looking for an English speaking Traffic Controller with IT orientation.

Your new role:
  • Maximize the efficiency of the daily resources.
  • Review proactively the coverage of every interval in order anticipate, communicate and solve any gap which may affect to SLA’s targets.
  • Detect any deviation between forecast and actual to prevent the impact.
  • Identify and escalate any anomaly or system failure.
  • P1\P2 ownership according to process.
  • Administrate the SLA targets by using / moving the available resources to manage the different contacts at the appropriate moment.
  • Establish the management thresholds (talk time, break time, productive codes, etc..) to know when an action is required.
  • Perform and distribute the agreed reports.
  • Managing incoming volume queues (Telephone, E-Tickets, chats, backlog).
  • Manage Avaya Templates Changes on regular& ad hoc basis.
  • Priority Management of all incoming volume.
  • Working with the Workforce Manager this role will be responsible for the achievement of the Yield Speed to Answer (YSA) and regular reporting to management.
  • Managing the workload and direction of the Floor Walkers.
  • Control of the alignment of agents to enable SLA achievement.
  • Monthly time sheet administration.
  • Scheduled adherence ownership- and driving actions to the respective TLs.
  • MTTN meeting with the TLs.

What you'll need to succeed:
  • 2-3 years of experience in Service Desk environment
  • Solid understanding of technical & administrative aspects of IT helpdesk daily operation
  • At least intermediate English and other European language is advantage
  • Excellent coordination and prioritization skills
  • Commitment and passion for enabling team work

What you'll get in return:

Our partner provides friendly atmosphere, long term professional development and trainings, supportive leadership. Excellent opportunity to establish your career at shared service center.


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