Team Lead, Virtual Concierge – Night Shift (Davao)

FPS Innovation Labs; Davao City; On-site; PHP 500,000 - 900,000; Full time

Job summary

FPS Innovation Labs, part of Full Potential Solutions (FPS), is seeking a Team Manager to lead Lifestyle Assistant Specialists in a BPO/on-site setting in Davao, Philippines. The role focuses on coaching, performance management, and ensuring top-tier customer support for clients.

Ideal candidates have 2-3 years of leadership experience in a call center, with a track record of developing talent, working with remote teams, and coordinating with client executives.

Qualifications

• 2-3 years of leadership or management experience leading agents in a BPO/call center setup.
• Previous experience leading remote agents, preferably US-based team members.
• Proven experience in Customer Service.
• 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 assisting customers.
• Identify trends with management and set goals.
• Ensure staff meet service levels and take corrective action when needed.
• Prepare reports and analyze data to improve processes, allocate resources, and maximize efficiency and customer satisfaction.
• Continuously improve through feedback.
• Coach agents on upsell techniques and effective rebuttals.
• Enforce company policies and ensure best practices even in tough situations.
• Review and suggest improvements to current policies and processes to win employees, customers, and partners over.

Skills

Leadership

Customer Service

Coaching

Remote Team Management

Communication

Job description

FPS Innovation Labs, part of Full Potential Solutions (FPS), is seeking a Team Manager to lead Lifestyle Assistant Specialists in a BPO/on-site setting in Davao, Philippines. The role focuses on coaching, performance management, and ensuring top-tier customer support for clients.

Ideal candidates have 2-3 years of leadership experience in a call center, with a track record of developing talent, working with remote teams, and coordinating with client executives.