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.
Trilingual Team Leader - Sales Campaign
Location: Colombia - Bogotá (Site Buro 25)
Contract: Full-time, indefinite term
Salary Range: 3´900.000 COP
Performance Bonus: according to the account goals.
Purpose of the Role
Is to manage all the team and process related issues for a US Based Airlines Baggage desk call center. This would entail team management activities including effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution. The team size would be of 15 - 20 agents on inbound calls from Airlines Customers.
Key Responsibilities
Manage team 15-20 associates
Managing service level of the team Production/Quality/Shrinkage/Attrition.
Ensuring that projects assigned are taking place as per client specifications and all team members perform as per the standard.
Provide Coaching/Training to new members.
Client interaction on change management.
Conduct One-o-One with agents.
Floor support and handling escalations.
Use Analytical skills to identify process gap and recommendations for improvement.
Requirements
Graduate in any discipline, with good academic profile.
Should have minimum 2 years BPO experience.
Should be proficient with MS office esp. Excel.
Leadership and People Management.
Decision Making.
Problem Solving Ability.
Customer Management.
Analytical and Methodical Abilities.
Coordination and Team Work.
Achieving Results.
Serve & Delight Customers.
Collaborate & Partner with others.
Strong team-building skills.
Able to effectively assess operational inefficiencies.
Exceptionally talented at devising appropriate goals.
Good knowledge of measurable tasks.
Competent at social oral and written communication.
Excellent goal tracking and report writing.
Excellent communication and leadership skills.
Organizational and time-management skills.
Decision-making skills.
Strong supervisory skills with an eye for detail.
Excellent written and verbal communication skills in English and Portuguese (B2).
Possesses strong work ethic including maintaining confidentiality.
Flexible and adaptive to work schedules.
Has positive behavior and background.
High level of integrity and accountability.
Work Model
Availability 24/7.
WFO availability.
Rotative schedules with 2 days off.
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 11000 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.