Sales & Retention Team Lead — Onsite, Davao

FPS Innovation Labs Private Limited

Philippines

On-site

PHP 420,000 - 780,000

Full time

3 days ago

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Job summary

FPS Innovation Labs Private Limited in Davao, Philippines is seeking a Team Manager in Sales & Retention to lead a dynamic call center team delivering performance and high customer satisfaction. You will hire, coach, and develop agents, monitor calls, analyze trends, and drive improvements.

The role requires onsite work and night shifts, with opportunities for career growth in a rapidly expanding global company.

Qualifications

2-3 years of call center management experience.
Proven experience in Sales and Retention.
Experience in Technical Support and Customer Service preferred.
Track record of developing employees and driving performance improvements.
Experience interacting with client executives.
Experience in telecommunications sector.
Amenable to onsite work and night shift schedules.

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/Credibility.
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.