Team Manager | Virtual Concierge

Full Potential BPO Inc.; Davao City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Full Potential Solutions in the Philippines seeks a Team Manager for our Virtual Concierge campaign. You will provide coaching, performance management, and client management support while guiding a remote team in a fast-paced, high-energy environment.

You must have 2–3 years in leadership within BPO, experience leading remote teams (preferably US-based), and a strong customer service background. Night shift and onsite work are required.

Qualifications

• 2–3 years of leadership or management experience leading agents in a BPO/call center setup.
• Experience leading remote agents; US-based team members preferred.
• Proven experience in Customer Service.
• 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.

Responsibilities

• Drive team performance, manage outliers, coach agents, and monitor calls.
• Hire, train, coach, and lead Lifestyle Assistant Specialists supporting customers.
• Identify trends and establish goals with the management team.
• Ensure staff meet service levels and take corrective actions as needed.
• Prepare reports and analyze data to improve processes, resources, and customer satisfaction.
• Continuously improve through feedback.
• Coach agents on upsell performance and handle objections effectively.
• Reinforce compliance with house rules and policies.
• Review and suggest policy and process improvements to win employees, customers, and partners.

Skills

Leadership

Team management

Customer service

Remote team leadership

Communication

Client interaction

Performance improvement

E-commerce support

Onsite work

Night shift

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!

As a Team Manager, you will provide support, coaching, feedback, process improvement, performance management, and client management supporting our Virtual Concierge campaign. The Team Manager holds the responsibility of supporting customers to qualify for business leads. You must be able to collaborate and operate in a fast-paced, high-energy, and constantly changing environment while staying laser-focused and hands-on with your team.

Duties andResponsibilities:

• 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