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Team Lead

2 months ago

Kansas City Missouri, United States Full Potential Solutions Full time
About the Role

We are seeking a highly skilled and experienced Team Manager to join our team at Full Potential Solutions. As a Team Manager, you will play a critical role in driving team performance, managing outliers, coaching agents, and monitoring calls.

Key Responsibilities
  • Drive team performance by setting goals, tracking progress, and providing coaching and feedback to team members.
  • Manage outliers by identifying and addressing performance issues, and developing strategies to improve team performance.
  • Coach agents on upsell performance, including positioning the sale, making an offer, and overcoming objections.
  • Prepare reports and analyze data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Continuously improve processes through feedback and coaching.
  • Reinforce compliance with company policies, including house rules, attendance policy, and PIP guidelines.
  • Review, lead, and proactively suggest improvements to current policies and processes.
Requirements
  • High school diploma or equivalent required.
  • 2-3 years call center management experience leading agents for phone, video, or internet services.
  • Proven track record of developing employees' potential and driving performance improvements.
  • Proven experience in Sales and Retention required.
  • Previous experience in a Technical Support and Customer Service role preferred.
  • Experience interacting with client executives.
  • Experience in supporting a telecommunications industry.
  • Amenable to work onsite.