Remote Team Manager – Coaching, Performance & Client Support

Full Potential BPO Inc.; Davao City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Full Potential Solutions in the Philippines seeks a Team Manager for our Virtual Concierge campaign. You will provide coaching, performance management, and client management support while guiding a remote team in a fast-paced, high-energy environment.

You must have 2–3 years in leadership within BPO, experience leading remote teams (preferably US-based), and a strong customer service background. Night shift and onsite work are required.

Qualifications

• 2–3 years of leadership or management experience leading agents in a BPO/call center setup.
• Experience leading remote agents; US-based team members preferred.
• Proven experience in Customer Service.
• Experience as a Virtual Assistant is a plus.
• Proven track record of developing employees' potential and driving performance improvements.
• Experience interacting with client executives.
• Experience in supporting e-commerce industry.
• Amenable to work onsite and in night shift schedules.

Responsibilities

• Drive team performance, manage outliers, coach agents, and monitor calls.
• Hire, train, coach, and lead Lifestyle Assistant Specialists supporting customers.
• Identify trends and establish goals with the management team.
• Ensure staff meet service levels and take corrective actions as needed.
• Prepare reports and analyze data to improve processes, resources, and customer satisfaction.
• Continuously improve through feedback.
• Coach agents on upsell performance and handle objections effectively.
• Reinforce compliance with house rules and policies.
• Review and suggest policy and process improvements to win employees, customers, and partners.

Skills

Leadership

Team management

Customer service

Remote team leadership

Communication

Client interaction

Performance improvement

E-commerce support

Onsite work

Night shift

Job description

Full Potential Solutions in the Philippines seeks a Team Manager for our Virtual Concierge campaign. You will provide coaching, performance management, and client management support while guiding a remote team in a fast-paced, high-energy environment.

You must have 2–3 years in leadership within BPO, experience leading remote teams (preferably US-based), and a strong customer service background. Night shift and onsite work are required.