Position : Team Lead Location : Bogota, Columbia BPO * 24*7 Rotational Shift & Rotational Week Off Job Responsibilities as a TL: • 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. For both roles the eligibility assess are: • Stability in their previous job experiences. • No schedule restrictions. • No Overqualified. • Wants to work from site. About IGT IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 75 marquee customers globally. IGT’s global footprint consists of 30 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA. 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. Regards Varsha Batra [email protected] M.+918527123018(whatsapp) #J-18808-Ljbffr