Sales & Retention Team Lead — Coaching & Growth

Fpsinc; Davao City; On-site; PHP 480,000 - 720,000; Full time

Job summary

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with a global footprint and a culture-first approach. As a Team Manager in Manila, you will coach and support a busy sales and retention team, drive performance, and manage client relationships in a fast-paced environment.

You will lead hiring, training, and coaching, monitor calls, analyze data, and implement process improvements while ensuring service levels and compliance with company

Qualifications

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

Responsibilities

• Drive team performance, manage outliers, coaching agents, and monitoring of calls.
• Hiring, training, coaching, and leading lifestyle assistant specialists as they provide support for customers.
• Assisting other management team members in identifying trends and establishing goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Continuously improve through feedback.
• Coaching agents with upsell performance utilizing key behaviors such as positioning the sale, making an offer, and overcoming objections and providing effective rebuttals.
• Personal Effectiveness/Credibility
• Reinforce compliance with company policies such as house rules, attendance policy, and PIP guidelines.
• Review, lead, and proactively suggest improvements to current policies and processes to ultimately win our employees, customers, and partners over.

Skills

Call center management

Sales & Retention

Technical support

Client relations

Night shift onsite

Leadership

Job description

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with a global footprint and a culture-first approach. As a Team Manager in Manila, you will coach and support a busy sales and retention team, drive performance, and manage client relationships in a fast-paced environment.

You will lead hiring, training, and coaching, monitor calls, analyze data, and implement process improvements while ensuring service levels and compliance with company