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 partner up with with a global group of Team Managers to 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**: - To drive team performance, manage outliers, coaching agents and monitoring of live calls - Interact with Client in Team settings - Hiring, training, coaching, and leading call center representative as they provide support for customers - Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that can’t be fielded by representatives - Assisting other management team members in identifying trends and establishing call center goals - Ensuring staff members are achieving desired service levels and taking corrective action, as needed - Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction - Taking on other tasks or projects to support employees, other managers, and call center operations - Continuously improve through feedback - Personal Effectiveness/Credibility Qualifications: - High school diploma or equivalent (completion of an undergraduate degree preferred) - ** 3+ years team manager experience with a call center experience managing inbound sales customer service program** - Proven track record of developing employees' potential and driving performance improvements - Previous experience in a Technical Support and Customer Service role - Experience interacting with client executives - Experience in supporting a telecommunications industry