Team Lead

3 days ago

Pasig, National Capital Region, Philippines Fpsinc Full time
Company Overview

Fpsinc is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines. We put culture and employees first, believing that happy, fulfilled teams deliver breakthrough results.

We invest in our people and prioritize culture because we believe it leads to exceptional client results. Our competitive benefits package includes a lucrative compensation program, medical, dental and vision benefits, and opportunities 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.

The Role

The Team Manager will handle a team of agents and be responsible for analyzing, strategizing, implementing action items, and motivating their team to drive performance. This role involves handling client escalations, root cause analysis, driving new initiatives, and facilitating monthly/weekly business reviews. Collaboration with internal or external support teams is crucial 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 and providing effective rebuttals.
  • Reinforce compliance with company policies such as house rules, attendance policy, and PIP guidelines. Ensure you and your team members do the right thing each time even if it means doing the difficult things.
  • Review, lead, and proactively suggest improvements to current policies and processes to ultimately win our employees, customers, and partners over.

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