Team Manager - Technical Support

Full Potential Solutions
US - Missouri - Kansas City
January 6, 2025

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 whats 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 handle a team of agents and will be responsible to analyze, strategize, implementing action items, and motivate his/her team to drive performance. The Team Manager will also handle client escalations, root cause analysis, driving new initiatives and facilitate monthly/weekly business reviews. 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 lifestyle assistant specialists as they provide support for customers
Assisting other management team members in identifying trends and establishing goals
Ensuring staff members are achieving desired service levels and taking corrective action, as needed
Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
Continuously improve through feedback
Coaching agents with upsell performance utilizing key behaviors such as positioning the sale, making an offer, and overcoming objections and providing effective rebuttals
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:
Minimum of 2 to 3 years or more in a Supervisory role , BPO/call center experience is an advantage
Team management in a technical support environment is a MUST supporting internet (fiber optics, cellular, etc) accounts/clients/programs
Experience with sales or upselling is preferred, but not required
Must have an actual people management experience from the related field
Ability to solve urgent matters and work under pressure
Must be detail-oriented and tech-savvy (G- Suite, Zendesk)
Smart, strategic thinker and a tactical executioner
Amenable to work on a shifting schedule which may include weekends
Amenable to work onsite
High school diploma or equivalent (required)

Read the full job description and apply online on the recuiter's web-site

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