Sales & Retention Team Lead — Data-Driven Coaching & Growth

Full Potential Solutions; Davao City; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Full Potential Solutions is a global, growth-oriented company providing performance-driven omnichannel solutions with offices around the world, including Manila. The Team Manager role focuses on coaching, performance management, and client relationship support for our Sales & Retention campaigns.

You will manage a team of agents, drive performance, analyze trends, and implement process improvements in a fast-paced, night-shift onsite environment in the Philippines.

Qualifications

• 2–3 years 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 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 night shifts.

Responsibilities

• To 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/C​redibility
• Reinforce compliance with company policies such as house rules, attendance policy, and PIP guidelines. You will ensure that you and your team members do the right thing each time even if it means doing the difficult things.
• 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

People development

Client interaction

On-site night shift

Job description

Full Potential Solutions is a global, growth-oriented company providing performance-driven omnichannel solutions with offices around the world, including Manila. The Team Manager role focuses on coaching, performance management, and client relationship support for our Sales & Retention campaigns.

You will manage a team of agents, drive performance, analyze trends, and implement process improvements in a fast-paced, night-shift onsite environment in the Philippines.