Team Manager | Fintech, Customer Service

Job Summary

Ready to lead, inspire, and make impact? Join our team today and unleash your full potential!

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!

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

• Bachelor's 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.