About Us

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!

We are looking for a dynamic and experienced Team Manager to lead a team of agents providing front-line support for internet service customers. The successful candidate will oversee day-to-day operations, drive performance, coach team members, and ensure an excellent customer experience in a fast-paced call center environment.

Duties and Responsibilities:

• Lead, mentor, and manage a team of Technical Support Representatives.
• Monitor daily team performance and ensure KPIs, SLAs, and quality targets are consistently met.
• Provide hands-on support in resolving complex technical issues or escalations.
• Conduct regular coaching, feedback sessions, and performance reviews to drive continuous improvement.
• Analyze team metrics and reports to identify trends, challenges, and areas for development.
• Collaborate with QA, Training, and Operations to maintain high service standards and deliver consistent customer satisfaction.
• Drive team engagement, morale, and retention through effective communication and support.
• Manage shift schedules, attendance, and adherence to ensure operational efficiency.

Qualifications:

• At least 2-3 years of leadership experience in a call center or BPO setting, preferably in a technical support account.
• Strong background in internet services or telecommunications is highly preferred.
• Solid understanding of call center metrics, coaching practices, and workforce management.
• Excellent communication, problem-solving, and decision-making skills.
• Tech-savvy with the ability to grasp and explain technical concepts clearly.
• Proficient in using CRM tools, ticketing systems, and performance dashboards.
• Experience with network troubleshooting, modems/routers, and basic internet connectivity.
• Familiarity with remote desktop tools, VoIP, and cloud-based platforms.
• Strong leadership presence and ability to manage under pressure.
• Amenable to work onsite and in the night shift.