About the role

  • Oversee day-to-day running of the customer engagement team and act as the go-to for real-time operational decisions.
  • Monitor inbound calls, outbound activity, online communications, queues, and call traffic in real-time.
  • Manage breaks, rotations, and staffing; adjust resources to minimise wait times and balance workloads.
  • Allocate resources to handle peaks in inbound and outbound traffic and oversee multilingual call routing.
  • Track daily performance metrics, report insights to team leaders, and support continuous improvement.
  • Step in with quick fixes and escalation support; champion customer experience and advisor wellbeing.
  • Build strong relationships with advisors and team leaders; learn systems, tools, and communication channels.
  • Collaborate with leaders to improve processes and contribute to a positive, high-performance culture.
  • Support multilingual service delivery for customers across the Netherlands, Germany, Belgium, Italy, Spain, and France.

Requirements

  • Experience in a contact center, workforce planning, or real-time operations role.
  • Strong organisational skills with the ability to prioritise on the go.
  • Confidence with data dashboards, queue management, and call routing systems.
  • Excellent communication skills, with the ability to stay calm under pressure.
  • A collaborative mindset and problem-solving approach.
  • Experience in a multilingual or European customer support environment (desirable).
  • Familiarity with workforce management (WFM) tools (desirable).
  • Knowledge of customer engagement platforms (voice, chat, email, social) (desirable).
  • Ability to coach others in traffic management best practices (desirable).

Job title

Traffic Controller

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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