Postúlate en Kit Empleo: kitempleo.com.co/empleo/1928gq

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.

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Location: Colombia - Bogota.

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Contract: Full-time, indefinite term.

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Salary Range: 3´200.000 COP.

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Purpose of the Role

The Team Leader in the Workforce Management (WFM) Department plays a crucial role in overseeing the day-to-day operations of the team. This position requires strong leadership skills, a deep understanding of workforce management principles, and the ability to effectively coordinate and optimize staffing resources.n

Key Responsibilities

- 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.

Minimum Qualifications

- 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.
- 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.

Work Model

- Work From Office (WFO) 100% on site.
- Schedule: 24/7 rotative - 2 days off.

- 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.

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1928gq

📌 Team Leader - WFM (Bogotá)
🏢 Igt Solutions
📍 Bogotá