Traffic Controller

Description

Job Summary: This role ensures operational continuity and real-time performance indicator compliance by managing platforms such as Genesys Cloud and Salesforce, with direct business impact. Key Highlights: 1. A key role in reinventing the financial industry. 2. Direct business impact and agile decision-making. 3. Opportunity to configure and optimize key platforms. We are transforming how banking is done. If you’re ready to challenge yourself and become a protagonist in the reinvention of the financial industry, Bci is the place for you. Ensure operational continuity and real-time performance indicator compliance through efficient management of platforms such as Genesys Cloud and Salesforce. Your role will have direct business impact by monitoring internal infrastructure and external BPOs, responding tactically to contingencies and demand deviations. Additionally, you will collaborate in generating high-value reporting and analysis to support daily operations and agile decision-making. **In this role, you will have the opportunity to:** Configure and adjust call queues, outbound campaigns, skills, and priorities within Genesys Cloud and Salesforce. Monitor and balance interaction flows to optimize available operational capacity and outbound campaign execution. Continuously supervise real-time operations via Video Wall systems and operational dashboards (Dynatrace, Genesys Cloud, Salesforce, Elastic). Maintain comprehensive visibility into operational performance across both internal contact centers and external BPOs. Execute tactical actions aimed at maintaining optimal service levels, adherence, availability, and contactability. Analyze channel, campaign, agent, and incident behavior. Generate high-value reports for real-time control, automating and accelerating daily tasks to avoid excessive manual work. Detect, log, and track technical or operational flow incidents in real time. Escalate operational deviations immediately to resolution teams (IT, vendors, support) to minimize impact. Lead and coordinate operational responses to service outages, unexpected traffic volume spikes, or absenteeism. Reassign and rapidly balance human and technological resources to safeguard business operations. Coordinate and communicate events and incidents to the bank’s technology teams. Fulfill a rotating contingency shift (09:00–21:00 hrs, Monday to Sunday and holidays), connecting exclusively during major incidents for up to two weeks per month.