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!
The Team Manager is the individual who exhibits the highest level of expertise in performing a specialized job, task, or skill within the organization. A Team Manager is an employee of the highest standards who upholds and enforces known processes and procedures allowed by their lines of business and as prescribed by the company’s code of conduct.
Duties and Responsibilities:
Manage the hiring, development, and performance of the team.
Coach agents to successfully achieve their goals.
Set team direction, resolve problems and provide guidance to members of the team.
Inspire others to deliver their best daily.
Work with peers to solve problems in creative ways.
With excellent questioning and listening skills.
With a strong ability to build rapport.
Adapt departmental plans and priorities to address business and operational challenges.
Perform supervisory audits as necessary.
Qualifications:
College degree is preferred
Must have at least of 3+ years team leadership experience from a BPO/Call Center/Shared Services Customer Service industry - Money Remittance/FinTech background or related function.
Demonstrated understanding of call center/customer service environment and a good knowledge of fintech operations.
Risk and Fraud Investigation background is preferred; prior experience in Know-Your-Customer (KYC) and Anti-Money Laundering (AML) is an advantage.
Experience communicating effectively across all levels of the organization.
Must be a dependable, high-energy, detail-oriented person.
Demonstrated embrace of our Core Values.
Must be flexible with schedule and job duties.
Willing to work onsite.
Previous in-house Fintech experience on a global scale is a plus.
Skills Required
- College degree
- At least 3 years of team leadership experience in BPO, call center, shared services, or customer service
- Money remittance, FinTech, or related-function experience
- Understanding of call center and customer service environments
- Knowledge of FinTech operations
- Risk and fraud investigation experience
- Know Your Customer experience
- Anti-Money Laundering experience
- Effective communication across all organizational levels
- Dependable, high-energy, and detail-oriented work style
- Flexibility with schedules and job duties
- Willingness to work onsite
- Previous in-house global FinTech experience
- Alignment with company core values
What We Do
Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.
