Team Manager | Technical Support

Full Potential BPO Inc.; Davao del Sur; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Full Potential Solutions (FPS) is seeking a dynamic Team Manager to lead a high-performing project operations team in Davao City. You will mentor, allocate tasks, and drive customer service excellence across calls, chats, and emails.

The ideal candidate has 3+ years in BPO leadership, strong communication, and a coaching mindset. You will work onsite, including night shifts, to support multiple campaigns and achieve KPIs.

Qualifications

• 3+ years of experience leading teams in a BPO or Shared Services setup.
• Experience handling customer service campaigns, preferably omnichannel (calls, chats, emails).
• Experience handling de-escalations and driving customer service KPIs.
• Zendesk experience is a plus, but not required.
• Ability to coordinate multiple workstreams and support strategic initiatives at scale.
• Exceptional communication skills across functions.
• Strong coaching mindset to empower teams to self-organize and improve.
• Amenable to work onsite and in the night shift.
• Amenable to work onsite in Davao City.

Responsibilities

• Provide day-to-day leadership and mentorship to the project operations team.
• Oversee task allocation, capacity management, and coverage across initiatives.
• Facilitate regular team check-ins, retrospectives, and planning sessions.
• Apply Agile principles and drive continuous improvement.
• Foster transparency and effective communication with stakeholders.
• Monitor team performance metrics and support status updates and dashboards.
• Contribute to process enhancements and document best practices.
• Identify training needs and promote alignment with company values.

Skills

Team leadership

Customer service

Coaching

Multichannel support

Communication skills

De-escalation

Agile

Tools

Zendesk

Job description

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high‑potential career growth with a fast‑growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

We are seeking a dynamic Team Manager to lead and support a high-performing team. This role plays a critical part in ensuring efficient project delivery, nurturing team growth, and driving our mission forward. The ideal candidate will bring strong leadership skills, a solid understanding of customer service processes, and a passion for coaching teams to exceed performance targets.

Duties andResponsibilities:

• Provide day-to-day leadership and mentorship to the project operations team, aligning priorities and supporting career development.

• Oversee task allocation, manage capacity and ensure coverage across initiatives.

• Facilitate regular team check‑ins, retrospectives, and planning sessions to support.

• Agile principles and continuous improvement.

• Foster a culture of transparency and effective communication with stakeholders across departments.

• Monitor team performance metrics and progress; support the preparation of status updates and dashboards.

• Actively contribute to process enhancement efforts; identifying, documenting, and scaling best practices.

• Partner with leadership to identify training needs, drive learning opportunities, and promote alignment with company values.

Qualifications:

• 3+ years of experience leading teams in a BPO or Shared Services setup.

• Experience in handling customer service campaigns is a must, preferably in an omnichannel structure (calls, chats, and emails).

• With experience handling de‑escalations and customer communications to drive customer service KPIs.

• Experience using Zendesk is a plus, but not required.

• Proven ability to coordinate multiple workstreams and support strategic initiatives at scale.

• Exceptional communication skills, with experience collaborating across diverse functions.

• Strong coaching mindset; capable of empowering team members to self-organize and improve continuously.

• Amenable to work onsite and in the night shift.

• Amenable to work onsite in Davao City.