Role Purpose The purpose of this role is to lead and manage a high‑performing operations team supporting a major Travel Agency call center. The Assistant Manager is responsible for ensuring that all service level standards are consistently achieved while maintaining strong operational discipline across all functions.

Key Responsibilities

- Ensure process meets and exceeds Stipulated Timelines and Service level agreements
- Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
- Train, coach and motivate team members and Supervisors.
- Responsible for Staff Retention / attrition level
- Be involved in the recruitment of the team members & Supervisors
- Be involved in the appraisal process of the team members & Supervisors.
- Responsible for quality and Quantity of Process and People.
- Establishing MIS reporting and increasing Process efficiency.
- Monitoring reports and trend to develop new service areas.
- Client / Customer Experience Management
- Excellent Client/Customer Management skills.
- Responsible for Consistent client interaction for operational and performance management.
- Consistently improves the client/customer satisfaction index.
- Serve as process ambassador and represent Process during client facility visits.
- Conduct Conference calls with the overseas client.
- Be in regular email contact and ensure all problems are ironed out on a timely basis.

Required Competencies

- Graduate in any discipline, with good academic profile.
- Proven experience managing a large team within an inbound, voice-based process.
- 2-3 years of relevant BPO experience, including 1-2 years in Travel Processes (preferred).
- Working knowledge of GDS/CRS platforms, preferably Sabre/Amadeus.
- Minimum 9 months of experience as Team Leader.
- Demonstrated track record of strong performance and professional achievements.
- Leadership and Managerial Abilities
- Analytical and Methodical Abilities
- Problem Solving Ability




- Excellent written and verbal communication skills in English.
- Adaptable and adaptive to work schedules

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.

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📌 Assistant Manager (Medellín)
🏢 Atain
📍 Medellín