Direct message the job poster from IGT Solutions We are a multinational company operating in the telecommunications sector and BPO focused on customer service, currently experiencing constant growth in Colombia. We want you to be part of this great team. We are looking for the position of Assistant Manager , responsible for overseeing daily operations within a BPO environment, directly managing Team Leaders to ensure frontline performance and alignment with client expectations. Requirements to apply: Candidate graduated in any discipline, with a good academic record. High proficiency in English (C1 level). Experience as an Assistant Manager. Experience as a Team Leader or Senior Team Leader for at least 1 year. Job Responsibilities: Adherence to Service Levels - Ensure the team meets and exceeds stipulated timelines and service level agreements. Manage absenteeism and staffing - Regularly monitor staff to address issues effectively and efficiently. Maintain engagement levels with agents - Train, coach, motivate team members, conduct monthly meetings. Hiring, attrition, and performance appraisal management - Responsible for staff retention, recruitment, and performance evaluations. Quality updates and call escalations - Monitor team productivity, resolve escalated queries, ensure team awareness of policy/process updates. Client interactions - Meet deadlines and coordinate with client representatives on process-related issues. We Offer: Indefinite-term contract with benefits according to law. Opportunities for professional growth within the company. Biweekly payments. Immediate hiring process. Full-time availability with 2 days off per week. Work from Office (WFO). About IGT Solutions IGT Solutions (IGT) is a leading BPM, Technology, and Digital Services and Solutions company committed to delivering innovation and business excellence across Travel, Transportation, and Hospitality domains. Founded in 1998, with a focus solely on the Travel industry, we serve over 70 major clients globally, including top airlines, travel companies, and hospitality brands. We provide digital contact center services, travel technology, and innovative digital solutions for over 100 travel processes, including reservations, customer service, IROPS management, baggage helpdesk, crew helpdesk, chatbots, RPA, travel analytics, and social media services. IGT employs more than 11,000 travel experts worldwide, offering services to airlines, travel management companies, OTAs, hotels, railways, airports, cruises, car rentals, and logistics. Our certifications include ISO 27001:2013, CMMI SVC Level 5, ISAE-3402, COPC v6.0, and PCI DSS 3.2. We follow Six Sigma methodologies for process improvements. IGT Solutions is committed to equal employment opportunities and a non-discriminatory environment, hiring based on qualifications and abilities regardless of age, gender, race, religion, disability, or other protected characteristics. Seniority level Director Employment type Full-time Job function Customer Service, Business Development, and Project Management Industries Telephone Call Centers and Telecommunications Referrals increase your chances of interviewing at IGT Solutions by 2x #J-18808-Ljbffr