Team Manager | Virtual Concierge

Full Potential Solutions; Davao City; On-site; PHP 446,000 - 781,000; Full time

Job summary

FPS, Full Potential Solutions, seeks a Team Manager to lead our Virtual Concierge campaign in Davao City, Philippines. You will coach agents, drive performance, manage client relationships, and ensure service levels in a fast-paced, data-driven environment.

The ideal candidate has 2–3 years of leadership in a BPO, experience supervising remote teams (US-based preferred), and a proven track record in customer service and development.

Qualifications

• 2–3 years of leadership or management experience in a BPO/call center.
• Experience managing remote agents, preferably US-based teams.
• Proven customer service experience and ability to drive performance.
• Experience as a Virtual Assistant is a plus.
• Experience interacting with client executives and supporting ecommerce.
• Amenable to onsite work and night shifts.

Responsibilities

• Drive team performance, manage outliers, coach agents, and monitor calls
• Hire, train, coach, and lead Lifestyle Assistant Specialists who support customers
• Identify trends and establish goals with other management members
• Ensure staff meet service levels and take corrective action as needed
• Prepare reports and analyze data to improve processes, allocate resources, and boost satisfaction
• Continuously improve through feedback
• Coach agents on upsell performance with effective positioning and rebuttals
• Enforce house rules, attendance policy, and PIP guidelines
• Review and propose policy/process improvements to win employees, customers, and partners

Skills

Leadership

Remote leadership

Customer service

Virtual assistant

People development

Client relations

E-commerce experience

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 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