Team Manager | Sales & Retention

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

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity 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

Our Mission: To create conditions within which people can thrive!

As a Team Manager, you will provide support, coaching, feedback, process improvement, performance management, and client management supporting our Sales & Retention campaign. The Team Manager holds the responsibility of supporting customers to qualify for business leads. You must be able to collaborate and operate in a fast-paced, high-energy, and constantly changing environment while staying laser-focused and hands-on with your team.

Duties andResponsibilities:

• To 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

• Personal Effectiveness/Credibility

• Reinforce compliance with company policies such as house rules, attendance policy, and PIP guidelines. You will ensure that 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.

Qualifications:

• With 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