About Us

Full Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Manila and Davao, Philippines; Chennai and Pune, India and Bogota, Colombia. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! By putting people first, we drive 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. We are committed to creating a culture where our people can succeed and reach their full potential.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect.
• Excellence - Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit of improvement. Make your work and your goals personal.
• Accountability - Act like an owner. Take pride in your work.
• Grace - Respect and appreciate differences. Care for one another and embrace humility.

Our Mission: To create conditions wherein people thrive!

The Assistant Operations Manager plays a key role in ensuring the smooth operation of our organization while supporting both retention and sales efforts. You will assist the Director and key leadership in overseeing daily activities, driving the performance of the team, and ensuring that small business clients receive the support and resources they need to thrive. This includes managing customer inquiries, providing sales support, and implementing strategies to retain and grow small business customers.

• Assist in overseeing the daily operations of the team, ensuring efficient workflow and achievement of retention and sales targets.
• Support the development and execution of retention and sales strategies to drive customer satisfaction and business growth.
• Monitor metrics, including customer retention rates, sales conversion, and team performance.
• Provide coaching, mentoring, and performance feedback to agents to optimize productivity and ensure high levels of customer service.
• Address escalated customer issues with professionalism, ensuring timely resolution to enhance client relationships and retention.
• Work with the sales team to promote and cross-sell products and services to small business clients.
• Analyze customer feedback, sales trends, and retention data to generate reports and make actionable recommendations for continuous improvement.
• Assist in managing staffing schedules, ensuring the call center is adequately staffed to meet customer demands.
• Collaborate with internal teams to ensure that sales and retention goals align with the overall business objectives.
• Stay up-to-date with company offerings, industry trends, and best practices to provide informed support to both the team and customers.

• High school diploma or equivalent (required).
• Proven experience in a call center management role in a sales and retention-focused environment for 5 or more years.
• Strong leadership and team management skills, with a track record of motivating teams to meet and exceed goals for 5 or more years.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to manage multiple tasks and work in a fast-paced, results-driven environment.
• Experience with CRM software, call center technology, and sales tracking tools.
• Knowledge of the challenges faced by small businesses and how to support their growth - worked with business accounts (B2C, B2B, SME)
• Must be amenable to work in shifting schedules and work onsite