Team Manager Customer Service Program

hace 2 días

Bogota, Colombia Full Potential Solutions A tiempo completo

Overview:
Full Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Metro Manila, Philippines, and Chennai, India. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things By putting people first, we drive 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. We are committed to creating a culture where our people can succeed and reach their full potential.

**Our Core Values**:

- ** Integrity**:

- Do what’s right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect.
- ** Excellence** - Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit for improvement. Make your work and your goals personal.
- ** Accountability** - Act like an owner. Take pride in your work.
- ** Grace**:

- Respect and appreciate differences. Care for one another and embrace humility.

**Our Mission**: To create conditions wherein people can thrive

As a **TEAM MANAGER**, you will provide support, coaching, feedback, process improvement, performance management, and client management. 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.

**Responsibilities**:

- To drive team performance, manage outliers, coaching agents and monitoring of live calls
- Interact with Client in Team settings
- Hiring, training, coaching, and leading call center representative as they provide support for customers
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that can’t be fielded by representatives
- Assisting other management team members in identifying trends and establishing call center goals
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Taking on other tasks or projects to support employees, other managers, and call center operations
- Continuously improve through feedback
- Personal Effectiveness/Credibility

Qualifications:

- High school diploma or equivalent (completion of an undergraduate degree preferred)
- ** 3+ years team manager experience with a call center experience managing inbound customer service programs**:

- Proven track record of developing employees' potential and driving performance improvements
- Previous experience in a Technical Support and Customer Service role
- Experience interacting with client executives
- Experience in supporting a telecommunications industry

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