Control Tower (Casablanca, Morocco)

Job description

IO Solutions is looking for a Control Tower Agent its Casablanca office in Morocco. The Control Tower Agent will be responsible for ensuring staffing levels, making sure the contact center staff is compliant with requirements and ensure employees on calls/chat line are efficient on calls. The functions of the Control Tower Agent are by nature evolving and may be modified by IO Solutions Contact Center Inc. according to the needs of administration and management.

If you are interested by this position, we would like to meet you and work with you in Morocco! We offer a dynamic workplace, flexible work hours, generous compensation, and rewards.

 

WHAT WE OFFER

  • Job stability; permanent position
  • A multicultural team that makes you feel challenged and appreciated
  • A real opportunity to build a rewarding career through our Advancement Program
  • A dynamic and welcoming work environment

Responsibilities

  • Coordinate agent’s attendance with team managers and site directors
  • Monitor logged in agents’ intervals every 30 minutes
  • Coordinate agent’s offline and leave of absence with team managers and site directors
  • Monitor advisor at all time unless you are conducting another task
  • Contact agents for different reasons during busy hours or outside their schedule for extra hours
  • Update daily reports regularly
  • Update reports/trackers for ongoing trainings
  • Coordinate agents’ return from leave
  • Any other related tasks; The functions of the Control Tower Operator are inherently scalable and can be modified by IO Solutions according to administrative and management needs.

Qualifications

  • Bilingualism (French/English) is an asset
  • Experience in this position is required
  • Must be available Monday to Sunday inclusive during all our operational hours, from 7:30am to 01:00 am.
  • Comfortable working in a high-volume task environment with individual productivity goals
  • Motivated and optimistic
  • Works well independently with minimal supervision
  • Team spirit
  • Autonomy / Strength of proposal
  • Rigor, sense of organization, good presentation
  • Adaptability
  • Punctuality and exemplarity
  • Ability to manage stress
  • Discretion and confidentiality

Benefits

Type of position
  • Permanent
  • Full time
Languages Required
  • English
Location
  • Casablanca, Morocco
Department Group
  • Call Center
Salary

To be discussed

Starting date

As soon as possible