Overview 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! The Team Manager will analyze, strategize, implement action items, and motivate his/her team to drive performance. He/She will provide stats to the team on a daily basis and assist with new initiatives such as recognition, monthly/weekly reviews. The Team Manager will also handle Customer Escalations, root cause analysis and driving new initiatives. He/She will also collaborate with other internal or external support teams critical to delivering results. Responsibilities To drive team performance, manage outliers, coaching agents and monitoring of calls Hiring, training, coaching, and leading call center representative as they provide support for customers 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 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 College degree is preferred Must have at least of 3-5 years team leadership experience from a BPO/Call Center/Shared Services under Customer Service related programs Demonstrated understanding of call centerenvironment and a good knowledge of customer service operations Experience communicating effectively across all levels of the organization Must be a dependable, high-energy, detail-oriented person. Demonstrated embrace of our Core Values Must be flexible with schedule and job duties Must be amenable to work onsite and during the night shift