Team Leader WFM

1 week ago Be among the first 25 applicants Direct message the job poster from IGT Solutions 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. Contract: Full-time, indefinite term Salary Range: 3´400.000 COP Performance Bonus: according to the department goals. Purpose of the Role A highly organized and analytical Workforce Management (WFM) Team Leader with proven expertise in forecasting, scheduling, and real-time management to optimize operational efficiency. Skilled in leading teams, implementing workforce strategies, and leveraging data-driven insights to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. Adept at collaborating with cross-functional teams, managing resources effectively, and driving continuous improvement initiatives. Strong communicator with a focus on employee engagement, process optimization, and delivering exceptional customer experiences. Key Responsibilities Ensures workforce management process and procedures are in place and followed. Provides direction and guidance to the workforce management team to ensure accurate and timely delivery of information. Oversees intraday activities to ensure operational and client goals are met. Compile and interpret statistical information solutions to program performance issues with the Operations Management Team. Review scheduling needs on weekly basis to ensure adequate staffing and coverage. Analyzes and evaluates past volume and staffing patterns to optimize operational efficiency, deliver quality service and cost effectiveness. Efficiently manage and strategize use of internal and external resources to maximize business performance. Prepares daily/weekly/monthly reports and distributes to the Management Team. Delivers regular and ad-hoc reports on time as requested by the internal and external clients. Identifies and recommends solutions for operational and service problems based on historical analysis and future projections. Provides visibility to operational performance of agents, teams and LOBs through the generation and analysis of data as requested and needed. Coordinates staffing commitment and delivery to client. Interface with Operations Manager or Senior Operations Manager as needed for escalation of service impacting issues. Participate in the analysis, evaluation, and implementation of current and proposed systems and tools used for planning, scheduling, forecasting and real-time monitoring. Manages the staff schedules and responsibilities of workforce management team. Conducts performance management system (PMS) review for direct report(s) in accordance with company standards. Provides effective communication and feedback to direct report(s). Prepares and presents both written and verbal communication to clients and colleagues. Communicates company policies and procedures. Assists with special projects and other duties as assigned. Requirements Bachelor's degree in business administration, Statistics, or related field. Proven experience in workforce management or related field. Proficiency in workforce management software (e.g., Verint, Genesys, Aspect) and Microsoft Excel. Strong analytical skills and attention to detail. Excellent communication and interpersonal skills. Ability to work effectively in a fast-paced environment and adapt to changing priorities. Knowledge of call center operations and terminology is a plus. Skills Workforce Planning & Forecasting Scheduling & Capacity Management Performance Analysis & Reporting Leadership & Team Development Work Model Flexible about working in rotational Shift & Weekly Offs, WFO. 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: Mid-Senior level Employment type: Full-time Job function: Project Management, Industries: Telephone Call Centers Referrals increase your chances of interviewing at IGT Solutions by 2x Get notified about new Human Resources Team Lead jobs in Bogota, D.C., Capital District, Colombia . #J-18808-Ljbffr