Overview About Us Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, 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! Our Team Manager will be responsible for managing our team of non-voice customer support representatives along with creating new strategies and process flows to maximize revenue from this channel. As a manager, 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. 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. Responsibilities Supervise a team of non-voice (chat and email) agents, who handle B2C customer care, general support, and sales-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. With excellent questioning and listening skills. With strong ability to build rapport. Adapt departmental plans and priorities to address business and operational challenges. Perform supervisory audits as necessary. Qualifications Must have handled a B2C chat and/or email program or account . Must have supervised and managed a team of chat/email agents. Must have good command in English written communication. Must have supervised and managed a team of agents with some sales functions (at least cross-selling, upselling) B2C or B2B set-up. Must have had a direct experience doing strong sales himself/herself - in any form or platform. Must be able to multi-task effectively and efficiently, with high accuracy and precision of written tasks, or communication. Amenable to shifting/night shift schedule. Amenable to work onsite in Pasig.