Overview Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, 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 drive the teams' performance through Coaching, Live monitoring, QA feedback. He/She will provide stats to the team on a daily basis and assist with new initiatives such as recognition, monthly/weekly reviews with the Client. The Team Manager will also handle Customer Escalations, root cause analysis and driving new initiatives. Responsibilities Manage the hiring, development, and performance of the team Focus on call resolution, agent availability handle time efficiencies 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 a strong ability to build rapport Adapt departmental plans and priorities to address business and operational challenges Perform supervisory audits as necessary Send end of day activity report Qualifications College degree is preferred Must have at least of 3+ years team leadership experience from a BPO/Call Center/Shared Services Customer Service industry Demonstrated understanding of call center/customer service environment 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 (Pasig) and during the night shift