Team Manager | Technical Program | Davao
Full Potential Solutions, Inc
- Davao City, PhilippinesDavao City, Davao Region, PhilippinesDavao CityDavao RegionPhilippinesPhilippinesTELECOMMUTE
- Full timeFULL_TIME
Job closed.
Job Description
- The type of calls you will handle are from customers who assigned low scores from 0-3 (on a scale of 0-10) on their willingness to recommend the client's services and products.
- You need to get the most from the conversation with customers, learn from them, and be able to translate this to action items or learning opportunities for your agents.
- Successful indicators for this role will be improved NPS scores and increased first call resolution along with higher rates of customer retention as measured by survivability.
- Supervise a team of agents, who handle customer care, general support related functions.
- Manage the hiring, development, and performance of the team.
- Coach agents to successfully achieve their goals.
- Set team direction, resolve problems and provide guidance to members of the team.
- Inspire others to deliver their best daily.
- Work with peers to solve problems in creative ways.
- Adapt departmental plans and priorities to address business and operational challenges.
- Perform supervisory audits as necessary
Minimum Qualifications
- 2+ years team manager experience with strong technical background in a call center, managing Tech agents for Phone, video or Internet..
- 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
- With excellent questioning and listening skills.
- With a strong ability to build rapport.
Perks and Benefits
- Work from Home
- Medical / Health Insurance
- Paid Sick Leave
- Life Insurance
- Paid Vacation Leave
- Maternity & Paternity Leave
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- Davao City, Davao Region, Philippines
About Full Potential Solutions, Inc
Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company.
We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! 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, because we believe that if you put people first, you drive great results.
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!
Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India, and Manila, Philippines.