Team Manager | Remitly HVS

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, 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 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 agents.

• 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:

• Open to all CS and CPT Certified SMEs with at least one (1) year of tenure in the same position as of July 25, 2026

• Solid understanding of call center metrics, coaching practices, and workforce management.

• Excellent communication, problem-solving, and decision-making skills.

• Strong leadership presence and ability to manage under pressure.

Know if you are eligible:

• Cleared of any disciplinary actions

• Performance and Attendance must be in good standing

• Have been employed in the same position for the past 6 months

• Meets the minimum qualifications for the role

Note: Please prepare your Letter of Intent and secure a separate Recommendation Letter from your Immediate Supervisor and a Final Approval from your Department/Program Head. Seek assistance from your Immediate Supervisor in getting the Final Approval. These initial documents will be needed to proceed with your application.

Disclaimer: Additional compensation is subject to the approval of the receiving department. There may or may not be any additional monetary compensation.