Team Manager
2 weeks ago
Overview
About Us
Full Potential Solutions (FPS) is a performance-based technology services firm headquartered in Boston, MA with operations across 19 locations in 11 countries that puts culture and our 6,000 employees first. We employ the best people, processes and proprietary technology available to deliver omnichannel solutions for our clients and provide fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams can achieve great things. FPS offers a competitive suite of employee benefits, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for accelerated career growth for high-potential individuals in our fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, we can drive excellence for our clients.
Our Core Values:
- Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues. TEAM is more important than self. Create an atmosphere of mutual respect.
- Excellence - Deliver exceptional client results, reward and recognize performance, and maintain a 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. Be humble. Make work personal.
Our Mission: To create conditions wherein people can thrive
As a Team Manager, you will provide support, coaching, feedback, process improvement, performance management, and client management. The Team Manager holds the responsibility of supporting customers to qualify for business leads. You must be able to collaborate and operate in a fast-paced, high-energy, and constantly changing environment while staying laser-focused and hands-on with your team.
Responsibilities
- Drive team performance, manage outliers, coaching agents, and monitoring of 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 and 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
- 2-3 years call center management experience leading agents for phone, video or internet services.
- Proven experience in Sales and Retention is required.
- Previous experience in a Technical Support and Customer Service role is preferred.
- Proven track record of developing employees' potential and driving performance improvements.
- Experience interacting with client executives.
- Experience in supporting a telecommunications industry.
- Amenable to work onsite and in shifting schedules.
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