Team Manager

4 days ago


Pasig, National Capital Region, Philippines Fpsinc Full time
Overview

About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

  • Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect.
  • Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement.
  • Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate.
  • Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal.

Our Mission: To create conditions within which people can thrive

The Team Manager will handle a team of agents and will be responsible for analyzing, strategizing, implementing action items, and motivating his/her team to drive performance. The Team Manager will also handle client escalations, root cause analysis, driving new initiatives, and facilitate monthly/weekly business reviews. He/She will collaborate with other internal or external support teams critical to delivering results.

Responsibilities
  • Drive team performance, manage outliers, coach agents, and monitor calls.
  • Hire, train, coach, and lead lifestyle assistant specialists as they provide support for customers.
  • Assist other management team members in identifying trends and establishing goals.
  • Ensure staff members are achieving desired service levels and take corrective action as needed.
  • Prepare reports and analyze data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Continuously improve through feedback.
  • Coach agents with upsell performance utilizing key behaviors such as positioning the sale, making an offer, and overcoming objections, providing effective rebuttals.
  • Reinforce compliance with company policies such as house rules, attendance policy, and PIP guidelines.
  • Review, lead, and proactively suggest improvements to current policies and processes to ultimately win our employees, customers, and partners over.
Qualifications
  • Minimum of 2 to 3 years or more in a Supervisory role, BPO/call center experience is an advantage.
  • Team management in an e-commerce environment (BPO setting) is a MUST.
  • Experience with sales or upselling is preferred, but not required.
  • Must have actual people management experience from the related field.
  • Ability to solve urgent matters and work under pressure.
  • Must be detail-oriented and tech-savvy (G- Suite, Zendesk).
  • Smart, strategic thinker and a tactical executioner.
  • Amenable to work onsite (Pasig) and in the night shift.
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