Team Manager Virtual Concierge

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

Job Description:

Operations

• Davao, Philippines
• Onsite

Team Manager | Virtual Concierge

Ready to lead, inspire, and make impact? Join our team today and unleash your full potential!

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!

Duties And 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 rebuttal
• 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.

Qualifications

• With 2-3 years of leadership or management experience leading agents in a BPO/call center setup
• Previous experience leading remote agents is required, preferably handled US-based team members
• Proven experience in Customer Service is required
• Previous experience as a Virtual Assistant is a plus
• 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

Department Operations Role Non-Agent Location Davao, Philippines