What are the responsibilities and job description for the Team Manager | Retention position at Full Potential Solutions?
About Us
Full Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Manila and Davao, Philippines; Chennai and Pune, India; and Bogota, Colombia. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees.
We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! By putting people first, we drive 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. We are committed to creating a culture where our people can succeed and reach their full potential.
Our Core Values:
- Integrity - Do what’s right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect.
- Excellence - Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit for improvement. Make your work and your goals personal.
- Accountability - Act like an owner. Take pride in your work.
- Grace - Respect and appreciate differences. Care for one another and embrace humility.
We are looking for an experienced and driven Team Manager to lead our customer retention team. You will be responsible for managing a team of retention specialists, ensuring exceptional service delivery, and developing strategies to reduce churn and increase customer loyalty. Your role will be key in driving team performance, improving processes, and enhancing the overall customer experience.
- Lead, coach, and manage a team of retention specialists to meet and exceed retention and customer satisfaction goals.
- Develop and implement strategies to proactively reduce customer churn.
- Monitor team performance metrics and provide regular feedback, training, and performance evaluations.
- Handle escalated customer issues and ensure quick and effective resolution.
- Collaborate with other departments to understand customer needs and improve the retention journey.
- Analyze customer feedback and churn data to identify trends and improvement opportunities.
- Ensure the team adheres to company policies, processes, and compliance standards.
- Prepare and present regular reports on team performance, churn rates, and retention activities to senior management.
- Foster a positive and motivated team culture with a focus on continuous improvement and customer-centric thinking.
- High school diploma or equivalent.
- Proven experience in a team lead or managerial role, preferably in a customer service, retention, or account management environment in a BPO/call center setup.
- Knowledge of customer lifecycle and retention best practices.
- Strong leadership and people management skills.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Data-driven mindset with experience in using CRM tools and reporting systems.
- Ability to multitask and prioritize in a fast-paced environment.
- Customer-first mindset with a passion for solving problems and building relationships.
- Amenable to work onsite and in shifting schedules.
