Team Leader Work Force Manager - Bilingual ENG B2

We are a multinational company that works in the telecommunications sector or BPO focused on customer service currently in constant growth in Colombia. We want you to be part of this great team.

Team Leader - WFM - Bilingual

Location: Colombia - Medellín.

Contract: Full-time, indefinite term.

Salary Range: 3´400.000 COP.

Purpose of the Role

The Team Leader in the Workforce Management (WFM) Department plays a crucial role in overseeing the day-to-day operations of the team. This position requires strong leadership skills, a deep understanding of workforce management principles, and the ability to effectively coordinate and optimize staffing resources.

Key Responsibilities

• Lead and manage a team of workforce management analysts, ensuring their productivity and effectiveness in achieving departmental goals.

• Provide guidance, coaching, and support to team members to enhance their skills and performance.

• Oversee the scheduling and real-time management of staffing resources to ensure optimal coverage and service delivery.

• Collaborate with other departments, such as Operations and Human Resources, to address staffing needs and optimize workforce performance.

• Analyze workforce data and trends to identify opportunities for improvement and implement strategies to enhance efficiency and effectiveness.

• Monitor key performance indicators (KPIs) and metrics to evaluate team performance and identify areas for improvement.

• Serve as a point of contact for escalated issues and provide timely resolution to ensure smooth operations.

• Stay updated on industry best practices and emerging trends in workforce management to continuously improve departmental processes and practices.

Minimum Qualifications

• Bachelor's degree in business administration, Statistics, or related field.

• Proven experience in workforce management or related field, with at least 1-3 years in a leadership or supervisory role.

• Proficiency in workforce management software (e.g., Verint, Genesys, Aspect) and Microsoft Excel.

• Strong leadership and team management skills, with the ability to motivate and inspire team members.

• Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels.

• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.

• Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.

Work Model

• Work From Office (WFO) 100% on site.
• Schedule: 24/7 - 2 days off.

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About IGT Solutions

IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.

Established in 1998, with 100% focused on the Travel industry, we have more than 70 marquee customers globally. IGT serves 4 in top 5 Airlines, 4 out of Top 5 Travel Companies, 4 out of Top 5 Hospitality companies. We provide digital contact center services, travel technology and innovative digital services and solutions for 100+ travel processes including Reservations and Sales, Customer Service, IROPS Management, Baggage Helpdesk, Crew Helpdesk, Chatbots, Robotic Process Automation, Travel Analytics and Social Media Services.

IGT employs more than 11‚000 travel experts globally with 100% focus on travel domain, providing services to Airlines, Travel Management Companies, Online Travel Agencies, Travel Technology Companies, Hotels, Railways, Airports, Cruises, Car Rental and Logistics. IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC® Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements.

• IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.