Remote Team Lead - Coaching & Performance

Fpsinc; Davao City; On-site; PHP 446,000 - 781,000; Full time

Job summary

FPS, Full Potential Solutions, seeks a Team Manager to lead our Virtual Concierge campaign in Davao City, Philippines. You will coach agents, drive performance, manage client relationships, and ensure service levels in a fast-paced, data-driven environment.

The ideal candidate has 2–3 years of leadership in a BPO, experience supervising remote teams (US-based preferred), and a proven track record in customer service and development.

Qualifications

• 2–3 years of leadership or management experience in a BPO/call center.
• Experience managing remote agents, preferably US-based teams.
• Proven customer service experience and ability to drive performance.
• Experience as a Virtual Assistant is a plus.
• Experience interacting with client executives and supporting ecommerce.
• Amenable to onsite work and night shifts.

Responsibilities

• Drive team performance, manage outliers, coach agents, and monitor calls
• Hire, train, coach, and lead Lifestyle Assistant Specialists who support customers
• Identify trends and establish goals with other management members
• Ensure staff meet service levels and take corrective action as needed
• Prepare reports and analyze data to improve processes, allocate resources, and boost satisfaction
• Continuously improve through feedback
• Coach agents on upsell performance with effective positioning and rebuttals
• Enforce house rules, attendance policy, and PIP guidelines
• Review and propose policy/process improvements to win employees, customers, and partners

Skills

Leadership

Remote leadership

Customer service

Virtual assistant

People development

Client relations

E-commerce experience

Night shift

Job description

FPS, Full Potential Solutions, seeks a Team Manager to lead our Virtual Concierge campaign in Davao City, Philippines. You will coach agents, drive performance, manage client relationships, and ensure service levels in a fast-paced, data-driven environment.

The ideal candidate has 2–3 years of leadership in a BPO, experience supervising remote teams (US-based preferred), and a proven track record in customer service and development.