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 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
• 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:

• Excellent verbal and written English communication skills.
• Minimum of 2 years or more in a supervisory role, BPO experience is an advantage.
• 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.
• High school diploma or equivalent (required).

Job Type: Full-time

Pay: $20.29 - $24.44 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday

Ability to Commute:

• Kansas City, MO 64116 (Required)

Ability to Relocate:

• Kansas City, MO 64116: Relocate before starting work (Required)

Work Location: In person