Davao Onsite Team Manager — Concierge Leader

FPS Innovation Labs; Davao City; On-site; PHP 446,000 - 781,000; Full time

Job summary

FPS Innovation Labs in Davao, Philippines, is seeking a Team Manager for our Virtual Concierge campaign. You will provide coaching, performance management, and client management while ensuring high customer satisfaction in a fast-paced setting. The role reports to Operations and requires onsite work with night shift flexibility.

You will lead lifestyle assistant specialists, drive team performance, analyze data, and implement process improvements to maximize efficiency and outcomes.

Qualifications

• 2-3 years of leadership or management experience in a BPO/call center setup.
• Experience leading remote agents, preferably US-based teams.
• Proven track record in customer service and coaching.
• Experience interacting with client executives and managing performance.

Responsibilities

• Drive team performance and coaching of agents.
• Hire, train, coach, and lead Lifestyle Assistant Specialists.
• Identify trends and set goals with the management team.
• Ensure service levels are met and take corrective actions as needed.
• Prepare reports and analyze data to improve processes and efficiency.
• Provide ongoing feedback and coaching to improve upsell performance.

Skills

Leadership

Coaching

Remote management

Customer Service

Job description

FPS Innovation Labs in Davao, Philippines, is seeking a Team Manager for our Virtual Concierge campaign. You will provide coaching, performance management, and client management while ensuring high customer satisfaction in a fast-paced setting. The role reports to Operations and requires onsite work with night shift flexibility.

You will lead lifestyle assistant specialists, drive team performance, analyze data, and implement process improvements to maximize efficiency and outcomes.