Retention Team Lead: Drive Growth, Coaching and Impact

Fpsinc; Bogotá; On-site; COP 60,000,000 - 90,000,000; Full time

Job summary

Full Potential Solutions (FPS) is a multinational call center and analytics company with operations in Bogotá, Colombia. As a Team Manager, you will coach and develop a high-energy team delivering retention campaigns for our clients.

You will manage performance, monitor calls, and collaborate with the management team to identify trends, set goals, and ensure service levels. The role requires onsite work and shifts flexibility to meet client needs.

Qualifications

• 2–3 years of call center management experience leading agents for phone, video or internet services.
• Proven experience in Retention is required.
• 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.

Responsibilities

• Drive team performance, manage outliers, coaching agents, and monitoring of calls.
• Hiring, training, coaching, and leading lifestyle assistant specialists as they provide support for customers.
• Assisting other management team members in identifying trends and establishing goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Continuously improve through feedback.
• Coaching 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.

Skills

Call center management

Retention

Employee development

Executive interaction

Telecommunications

Onsite & shifts

Job description

Full Potential Solutions (FPS) is a multinational call center and analytics company with operations in Bogotá, Colombia. As a Team Manager, you will coach and develop a high-energy team delivering retention campaigns for our clients.

You will manage performance, monitor calls, and collaborate with the management team to identify trends, set goals, and ensure service levels. The role requires onsite work and shifts flexibility to meet client needs.