Sales & Retention Team Lead — Growth & Coaching

Fpsinc; Puerto Bogotá; On-site; COP 24,000,000 - 42,000,000; Full time

Job summary

Full Potential Solutions (FPS) is hiring a Team Manager in Colombia to lead a call center team supporting sales and retention campaigns. You will coach, manage performance, and ensure service levels while collaborating with the management team in a fast-paced environment.

You will guide staff, analyze data, and implement process improvements to maximize customer satisfaction and outcomes. Onsite role with rotating schedules is expected.

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.

Responsibilities

• Drive team performance, manage outliers, coach agents, and monitor calls.
• Hire, train, coach, and lead lifestyle assistant specialists as they support customers.
• Identify trends and help set goals with the management team.
• Ensure staff meet service levels and take corrective action as needed.
• Prepare reports and analyze data to improve processes and allocate resources effectively.
• Continuously improve through feedback and coaching.
• Upsell coaching using key behaviors and effective rebuttals.
• Maintain personal effectiveness and credibility within the team.
• Reinforce compliance with house rules, attendance policy, and PIP guidelines.

Skills

Call center management

Sales & retention

Leadership

Client relations

Telecommunications knowledge

Job description

Full Potential Solutions (FPS) is hiring a Team Manager in Colombia to lead a call center team supporting sales and retention campaigns. You will coach, manage performance, and ensure service levels while collaborating with the management team in a fast-paced environment.

You will guide staff, analyze data, and implement process improvements to maximize customer satisfaction and outcomes. Onsite role with rotating schedules is expected.