Team Leader, Sales & Retention (Onsite – Bogotá)

FPS Innovation Labs; Bogotá; In loco; COP 60.000.000 - 90.000.000; Tempo pieno

Descrizione del lavoro

Full Potential Solutions (FPS) in Bogotá, Colombia, is seeking a Team Manager to lead the Sales & Retention team, coaching agents, monitoring performance, and driving client satisfaction in a fast-paced environment.

As the Team Manager, you will guide staff to meet service levels, identify trends, and implement improvements while collaborating with cross-functional teams. This onsite role requires shifting schedules and a focus on upsell opportunities and compliance.

Competenze

• 2–3 years of call center management experience leading agents for phone, video, or internet services.
• Proven experience in Sales and Retention is required.
• Previous experience in Technical Support and Customer Service is preferred.
• Demonstrated ability to develop employees' potential and drive performance improvements.
• Experience interacting with client executives.
• Experience in supporting a telecommunications industry.
• Amenable to work onsite and in shifting schedules.

Mansioni

• Drive team performance, manage outliers, coach agents, and monitor calls.
• Hire, train, coach, and lead lifestyle assistant specialists delivering customer support.
• Identify trends with management and establish goals to improve results.
• Ensure staff meet service levels and take corrective actions when needed.
• Prepare reports and analyze data to improve processes, allocate resources, and maximize CSAT.
• Foster continuous improvement through feedback and coaching on upsell techniques.
• Ensure compliance with company policies and PIP guidelines.
• Review and suggest policy/process improvements to win employees, customers, and partners.

Conoscenze

Call center management

Sales and retention

Technical support

Customer service

People development

Client executive interaction

Telecommunications industry

Onsite work

Descrizione del lavoro

Full Potential Solutions (FPS) in Bogotá, Colombia, is seeking a Team Manager to lead the Sales & Retention team, coaching agents, monitoring performance, and driving client satisfaction in a fast-paced environment.

As the Team Manager, you will guide staff to meet service levels, identify trends, and implement improvements while collaborating with cross-functional teams. This onsite role requires shifting schedules and a focus on upsell opportunities and compliance.