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.