Night-Shift Team Lead — Omnichannel Support

Full Potential BPO Inc.; Davao del Sur; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Full Potential Solutions (FPS) is seeking a dynamic Team Manager to lead a high-performing project operations team in Davao City. You will mentor, allocate tasks, and drive customer service excellence across calls, chats, and emails.

The ideal candidate has 3+ years in BPO leadership, strong communication, and a coaching mindset. You will work onsite, including night shifts, to support multiple campaigns and achieve KPIs.

Qualifications

• 3+ years of experience leading teams in a BPO or Shared Services setup.
• Experience handling customer service campaigns, preferably omnichannel (calls, chats, emails).
• Experience handling de-escalations and driving customer service KPIs.
• Zendesk experience is a plus, but not required.
• Ability to coordinate multiple workstreams and support strategic initiatives at scale.
• Exceptional communication skills across functions.
• Strong coaching mindset to empower teams to self-organize and improve.
• Amenable to work onsite and in the night shift.
• Amenable to work onsite in Davao City.

Responsibilities

• Provide day-to-day leadership and mentorship to the project operations team.
• Oversee task allocation, capacity management, and coverage across initiatives.
• Facilitate regular team check-ins, retrospectives, and planning sessions.
• Apply Agile principles and drive continuous improvement.
• Foster transparency and effective communication with stakeholders.
• Monitor team performance metrics and support status updates and dashboards.
• Contribute to process enhancements and document best practices.
• Identify training needs and promote alignment with company values.

Skills

Team leadership

Customer service

Coaching

Multichannel support

Communication skills

De-escalation

Agile

Tools

Zendesk

Job description

Full Potential Solutions (FPS) is seeking a dynamic Team Manager to lead a high-performing project operations team in Davao City. You will mentor, allocate tasks, and drive customer service excellence across calls, chats, and emails.

The ideal candidate has 3+ years in BPO leadership, strong communication, and a coaching mindset. You will work onsite, including night shifts, to support multiple campaigns and achieve KPIs.