Team Manager: Sales & Retention Leader (Night Shift)

Full Potential BPO Inc.; Manila; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

Full Potential Solutions (FPS) in Manila is seeking a Team Manager to coach, support, and manage a fast-paced Sales & Retention campaign. You will drive performance, provide feedback, and ensure service levels while hands-on with your team.

Responsibilities include hiring and training agents, analyzing data to improve processes, and collaborating with management to identify trends and set goals. 2–3 years of call center management and experience in sales/retention are required; onsite night

Qualifications

• 2–3 years call center management experience leading agents.
• Proven experience in Sales and Retention.
• 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

• 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.

Skills

Call center management

Sales & Retention

Technical support

Leadership

Job description

Full Potential Solutions (FPS) in Manila is seeking a Team Manager to coach, support, and manage a fast-paced Sales & Retention campaign. You will drive performance, provide feedback, and ensure service levels while hands-on with your team.

Responsibilities include hiring and training agents, analyzing data to improve processes, and collaborating with management to identify trends and set goals. 2–3 years of call center management and experience in sales/retention are required; onsite night