Traffic Control - Spanish & English Market

Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Customer Success

In short

As a Traffic Control Specialist at Transcom in Porto, Portugal, you will supervise and coordinate operational resources to ensure service levels and client targets are met. This role requires strong analytical, organizational, and problem-solving skills, with fluency in Spanish and English.

Responsibilities

Proactively manage resources to ensure compliance with service levels, internal KPIs, and client targets.
Monitor CSR attendance, adherence, and compliance with procedures.
Monitor CSR performance and workload, ensuring adherence to service standards.
Maintain and update key operational databases (shifts, adherence, forecasts).
Prepare and analyze reports on productivity, incidents, and service performance.
Adapt resource planning to changes in targets, service levels, and call volumes.
Allocate CSR breaks, training, and time away from the workstation.
Monitor end-user workload and CSR support to optimize performance.
Optimize RSE resources by balancing staffing levels and call volumes.
Participate in cross-departmental meetings and collaborate with internal teams.

Requirements

C1 or native written and spoken proficiency in Spanish.
B2 or higher written and spoken proficiency in English.
Medium to advanced knowledge of all Office tools.
Previous experience of at least 1 year in a similar role.
Strong organizational and planning skills.
Analytical and problem-solving mindset with strong numerical and logical skills.
Ability to adapt quickly to changing priorities and operational requirements.
Team player who is approachable and collaborative.

Desired Qualifications

Degree and/or professional training in Administrative Management is a plus.
Experience within the contact centre industry is a plus.
Experience with contact centre operational tools such as CTI, Avaya, Presence or Altitude is a plus.

Benefits

International and inclusive environment.
Opportunity to work across different regions and advance career internationally.
Connect and collaborate daily with diverse teams and global experts.
Continuous development through internal learning platforms and external training.
Corporate benefits and discounts.

Skills

SpanishEnglishMicrosoft Office

#customer experience#traffic control#resource management#performance monitoring#reporting#scheduling#call center operations#spanish#english

About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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