Lead Sales & Retention Team - Onsite Manila

FPS Innovation Labs; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

FPS Innovation Labs in Manila, Philippines seeks a Team Manager for Sales & Retention to lead a dynamic call center team onsite.

You will coach, manage performance, analyze data, and drive client satisfaction while ensuring service levels and upsell opportunities. Night shift availability and onsite work are required; the role offers growth within a fast-growing global services company.

Qualifications

• 2-3 years of call center management experience leading agents for phone, video, or internet services.
• Proven experience in Sales and Retention.
• Experience in Technical Support and Customer Service roles is preferred.
• Proven track record of developing employees' potential and driving performance improvements.
• Experience interacting with client executives.
• Experience in the telecommunications industry.
• Able to work onsite and in night shifts.

Responsibilities

• Drive team performance, manage outliers, coach agents, and monitor calls.
• Hire, train, coach, and lead lifestyle assistant specialists delivering customer support.
• Identify trends and 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 efficiency.
• Continuously improve through feedback.
• Coach agents on upsell techniques and handling objections.
• Uphold company policies and compliance.
• Review and suggest improvements to policies and processes to win employees, customers, and partners.

Skills

Call center management

Sales and Retention

Client communication

Leadership

Job description

FPS Innovation Labs in Manila, Philippines seeks a Team Manager for Sales & Retention to lead a dynamic call center team onsite.

You will coach, manage performance, analyze data, and drive client satisfaction while ensuring service levels and upsell opportunities. Night shift availability and onsite work are required; the role offers growth within a fast-growing global services company.