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Team Lead

1 week ago

Pasig, National Capital Region, Philippines Fpsinc Full time
About the Role

We are seeking a highly skilled Team Manager to join our team at Fpsinc. The successful candidate will have a proven track record of driving team performance, managing outliers, and coaching agents to achieve outstanding results.

About Us

Fpsinc is a performance-based technology services firm with operations across 19 locations in 11 countries. Our team is dedicated to delivering exceptional results for our clients and fostering a positive work environment.

Responsibilities:

  1. Drive team performance and manage outliers.
  2. Coaching agents and monitoring of calls.
  3. Hire, train, and lead lifestyle assistant specialists.
  4. Prepare reports and analyze data to improve processes.
  5. Continuously improve through feedback.
  6. Coach agents with upsell performance.
  7. Reinforce compliance with company policies.
  8. Review and suggest improvements to current policies and processes.

Requirements:

  • 2-3 years call center management experience.
  • Proven experience in Sales and Retention.
  • Previous experience in a Technical Support and Customer Service role.
  • Proven track record of developing employees' potential.
  • Experience interacting with client executives.
  • Experience in supporting a telecommunications industry.
  • Amenable to work onsite and in shifting schedules.