Team Manager | Pilot Wave

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 seeking a dynamic Team Manager to lead and support a high-performing team. This role plays a critical part in ensuring efficient project delivery, nurturing team growth, and driving our mission forward. The ideal candidate will bring strong leadership skills, a solid understanding of customer service processes, and a passion for coaching teams to exceed performance targets.

Duties and Responsibilities:

• Provide day-to-day leadership and mentorship to the project operations team, aligning priorities and supporting career development.

• Oversee task allocation, manage capacity and ensure coverage across initiatives.

• Facilitate regular team check‑ins, retrospectives, and planning sessions to support.

• Agile principles and continuous improvement.

• Foster a culture of transparency and effective communication with stakeholders across departments.

• Monitor team performance metrics and progress; support the preparation of status updates and dashboards.

• Actively contribute to process enhancement efforts; identifying, documenting, and scaling best practices.

• Partner with leadership to identify training needs, drive learning opportunities, and promote alignment with company values.

Qualifications:

• 3+ years of experience leading teams in a BPO or Shared Services setup.

• Experience in handling customer service campaigns is a must, preferably in an omnichannel structure (calls, chats, and emails).

• With experience handling de-escalations and customer communications to drive customer service KPIs.

• Experience using Zendesk is a plus, but not required.

• Proven ability to coordinate multiple workstreams and support strategic initiatives at scale.

• Exceptional communication skills, with experience collaborating across diverse functions.

• Strong coaching mindset; capable of empowering team members to self-organize and improve continuously.

• Amenable to work onsite and in the night shift.

• Amenable to work onsite in Davao City.