Dispute & Voice Operations Team Leader

Tap Growth ai; Quezon City; Hybrid; PHP 60,000 - 90,000; Full time

Job summary

Ubiquity is seeking a Team Leader to coach and develop agents across voice support, Reg E intake, and dispute investigations. You will manage live calls, monitor quality, and ensure proper escalation for sensitive account concerns within a fast-paced environment.

The role emphasizes leadership, regulatory awareness, and collaboration with Quality and Compliance to maintain audit readiness and client-standard procedures.

Qualifications

• 3+ years of BPO/contact center experience, preferably in fintech or regulated financial services.
• 1+ year in a Team Leader, SME, or equivalent leadership role; direct TL experience preferred.
• Voice and disputes exposure including dispute intake, chargebacks, Reg E/EFTA workflows is highly preferred.
• Experience supporting new programs, nesting, stabilization, or small-team ramp environments.
• Proficiency with CRM/ticketing systems, Excel/Sheets, Slack/email, and basic reporting.

Responsibilities

• Coaching and development: Lead, coach, and develop agents across voice, Reg E intake, and dispute processes.
• Hands-on support: Handle calls, disputes, and backlog/back-office tasks as needed.
• Escalation management: Provide real-time guidance and first-level escalation review for complaints and issues.
• Voice operations management: Monitor call handling quality and adherence to client procedures.
• Reg E intake and dispute oversight: Oversee intake, interviews, documentation, and escalation.

Skills

BPO/Contact center

Leadership

Voice support

Disputes

Reg E/EFTA

CRM/Ticketing

Excel/Sheets

Tools

CRM System

MS Excel

Google Sheets

Slack

Job description

Ubiquity is seeking a Team Leader to coach and develop agents across voice support, Reg E intake, and dispute investigations. You will manage live calls, monitor quality, and ensure proper escalation for sensitive account concerns within a fast-paced environment.

The role emphasizes leadership, regulatory awareness, and collaboration with Quality and Compliance to maintain audit readiness and client-standard procedures.