BPO WFM

Company Description
IGT Solutions is a leading next-gen customer experience company, specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, IGT manages end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, IGT employs over 25,000 specialists across 30 delivery centers worldwide, with certifications in IT and BPO processes.
EDUCATIONAL QUALIFICATIONS
Preferably a graduate of any bachelor's degree
RELEVANT EXPERIENCE
With 1 year BPO experience
Good spoken & written English communications skill
Computer proficient and can navigate the computer with minimum-to-zero supervision
Key Responsibilities and Duties
Monitors real-time ACD work state of agents, schedule and break adherences, and agents exceeding thresholds.
Ensure staffing and service levels are within acceptable range.
Conducts analyses and recommends solutions to real-time performance issues with the...