Get AI-powered advice on this job and more exclusive features. 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. We are looking for the position of Assistant Manager , that is intended to oversee day-to-day operations within a BPO environment, directly managing Team Leaders to ensure frontline performance and alignment with client expectations. Requirements to apply: • Candidate graduate in any discipline, with good academic profile. • High English level (C1). • AM with experience. • TL or senor TL with 1-year exp. Job Responsibilities: • Adherence to Service levels - Ensure team meets and exceed Stipulated Timelines and Service level Agreements. • Absenteeism/staffing adherence - Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently. • Engagement levels to be maintained with agents - Train, coach and motivate team members, Conduct monthly meetings with the staff. • Hiring, Attrition Management & Appraisal management of agents - Responsible for Staff Retention, recruitment and performance appraisal. • Quality updates- Call escalations - Maintain control of qualitative and quantitative productivity of team individuals. Resolve escalated queries. Ensure team is aware of all updates and changes in policies/ procedures and processes. • Client – interactions – All deadlines set Interact with client coordinators for process related issues. We Offer: Indefinite term contract + benefits according to law. Professional growth in the company (professional career). Biweekly payments. Immediate hiring. Full availability + 2 days off per week. 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. Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Industries Telephone Call Centers and Telecommunications Referrals increase your chances of interviewing at IGT Solutions by 2x Get notified about new General Manager jobs in Bogota, D.C., Capital District, Colombia . Bogota, D.C., Capital District, Colombia 3 days ago Bogota, D.C., Capital District, Colombia 6 days ago General Manager, Global Business Solutions - Andina (Colombia) Bogota, D.C., Capital District, Colombia 3 weeks ago Bogota, D.C., Capital District, Colombia 3 months ago Bogota, D.C., Capital District, Colombia 1 month ago Mosquera, Cundinamarca, Colombia 1 day ago Vice President, Product Management - Payments Consulting and Business Intelligence, LAC-R-247692 Bogota, D.C., Capital District, Colombia 2 weeks ago DIRECTOR OF ENGINEERING (HYBRID – NY OR D.C.) 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