Disputes & Voice Operations Lead

Tap Growth ai; Iloilo City; On-site; PHP 420,000 - 620,000; Full time

Job summary

Ubiquity is seeking a Team Leader to lead and mentor agents across voice and dispute operations. You will oversee intake, investigations, and escalation for customer disputes, align with Reg E/EFTA workflows, and drive quality, compliance, and performance improvements.

You will monitor queue health, SLAs, and staffing, provide real-time coaching, and partner with Quality and Compliance to ensure audit readiness and process excellence. Strong English required.

Qualifications

• Minimum 3 years in BPO/contact center, fintech, digital banking, or regulated financial services.

Responsibilities

• Coach, develop, and lead agents handling customer service voice, Reg E intake, disputes, and web/mobile support.

Skills

Voice Operations Leadership

Dispute Investigation Knowledge

Reg E and Compliance Awareness

Performance Coaching

Queue and Backlog Management

Analytical Thinking

Communication and Stakeholder Mgmt

Judgment and Decision-Making

Tools

CRM/Ticketing Systems

Excel/Sheets

Slack/Email

Operational Reporting

Job description

Ubiquity is seeking a Team Leader to lead and mentor agents across voice and dispute operations. You will oversee intake, investigations, and escalation for customer disputes, align with Reg E/EFTA workflows, and drive quality, compliance, and performance improvements.

You will monitor queue health, SLAs, and staffing, provide real-time coaching, and partner with Quality and Compliance to ensure audit readiness and process excellence. Strong English required.