Team Manager | Healthcare

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!

As a Team Manager, you will provide support, coaching, feedback, process improvement, performance management, and client management supporting our insurance sales campaign. The Team Manager holds the responsibility of supporting customers to qualify for business leads. You must be able to collaborate and operate in a fast-paced, high-energy, and constantly changing environment while staying laser-focused and hands-on with your team.

Duties and Responsibilities:

• To drive team performance, manage outliers, coaching agents, and monitoring of calls

• Hiring, training, coaching, and leading sales agents as they provide support for customers

• Assisting other management team members in identifying trends and establishing goals

• Ensuring staff members are achieving desired service levels and taking corrective action, as needed

• Preparing reports and analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

• Continuously improve through feedback

• Coaching agents with upsell performance utilizing key behaviors such as positioning the sale, making an offer, and overcoming objections and providing effective rebuttals

• Personal Effectiveness/Credibility

• Reinforce compliance with company policies such as house rules, attendance policy, and PIP guidelines. You will ensure that you and your team members do the right thing each time even if it means doing the difficult things.

• Review, lead, and proactively suggest improvements to current policies and processes to ultimately win our employees, customers, and partners over.

Qualifications:

• Minimum 2–4 years of leadership experience managing customer service, clinical support, or operations teams, with a track record of driving performance, reducing turn-over, and conducting regular 1-on-1 coaching in a BPO/call center environment.

• With experience in handling a healthcare campaign is highly preferred.

• Demonstrated ability to manage key performance indicators (KPIs) unique to healthcare account, such as FCR, AHT, QA accuracy scores, SLA compliance, and CSAT/NPS.

• Skilled in auditing team workflows, identifying trends in compliance or performance gaps, and implementing corrective action plans (CAPs) or process optimizations to maintain high service standards.

• Proven ability to manage high-volume inbound and outbound environments.

• Can work independently with minimal supervision.

Preferred:

• Deep familiarity with US healthcare regulations (HIPAA, HITECH, state privacy laws) and experience navigating healthcare systems (e.g., medical billing, claims processing, prior authorization, or clinical workflow/EHR platforms like Epic or Cerner).

• Experience managing complex patient, provider, or payer escalations with empathy, de-escalating sensitive situations, and enforcing strict data security protocols during high-stress scenarios.

Other Requirements:

• US Work Authorization & Physical Location Restrictions: Must have legal authorization to work in the US without sponsorship, along with requirement to reside (and work) within specific approved US states due to tax, payroll, and labor law regulations.

• High-Speed Internet Standards: Minimum dedicated broadband speeds (typically at least 25–50 Mbps download / 10 Mbps upload) via major US ISPs, often requiring a direct ethernet connection rather than Wi-Fi for stability.

• Dedicated, Private Workspace: Must have a quiet, lockable home office space free from background noise and family/pet disruptions to adhere to strict US data privacy regulations (such as HIPAA for healthcare or FINRA/GLBA for finance).

• Core Hours & US Time Zone Alignment: Must be available to work standard business hours aligned with specific US time zones (e.g., EST, CST, or PST) with flexibility for team meetings and client coverage.