Bilingual Team Leader WFM Job Description IGT Solutions is a multinational company specializing in telecommunications and BPO services, focusing on customer service with rapid growth in Colombia. We seek a skilled professional to fill the position of Bilingual Team Leader WFM. Key Responsibilities: - Lead and manage a team of workforce management analysts to ensure 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 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. Requirements: - 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. - Minimum experience as RTA: 1 Year. - 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. - English level (Oral and Writing): B2 About IGT Solutions IGT Solutions is a leading BPM, Technology and Digital Services and Solutions Company committed to delivering innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. Established in 1998, with 100% focus 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.