Team Manager - Retention

About the role

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, Bogotá and Manila. As Team Manager for its Retention campaign in Bogotá, you will support, coach and manage a team that helps customers qualify for business leads. The role is onsite and involves working in a fast-paced, high-energy environment.

Key responsibilities

• Drive team performance, manage outliers, coach agents and monitor calls
• Hire, train, coach and lead lifestyle assistant specialists who support customers
• Help other management members identify trends and set goals
• Ensure staff meet service levels and take corrective action when needed
• Prepare reports and analyze data to improve processes and allocate resources efficiently
• Coach agents on upselling, using behaviors such as positioning the sale, making an offer and overcoming objections
• Enforce compliance with company policies such as house rules, attendance and PIP guidelines, and suggest improvements to policies and processes

Required profile

• 2-3 years of call center management experience leading agents for phone, video or internet services
• Proven experience in Retention
• Preferred: previous technical support and customer service role, and experience in the telecommunications industry
• Track record of developing employees and improving performance
• Experience interacting with client executives
• Amenable to onsite work and shifting schedules