(DUPLICATE) R-106585 - Team Leader

Ubiquity; Quezon City; On-site; PHP 446,000 - 893,000; Full time

Job summary

Ubiquity Philippines is seeking a Team Leader (R-106585) to manage a team of contact center agents, drive performance, and ensure quality service.

This role involves coaching, training on product updates, performance reviews, and escalated issue handling, with collaboration with Global Command Center, HR, and Operations. The ideal candidate has solid communication, analytical skills, LEARN certification, and a track record of meeting KPI targets.

Qualifications

• Must have excellent and clear written and verbal communication abilities.
• Strong analytical skills are required.
• LEARN certification is mandatory.

Responsibilities

• Manage a team of agents to achieve or exceed goals and KPIs through coaching and mentoring.
• Inform and train agents on product and system updates to perform effectively.
• Conduct business reviews and performance management for agents’ development.
• Perform floor support as SME on policy and handle escalated calls when needed.
• Assist in queue management with coordination from the Global Command Center.
• Prepare and submit reports (performance reviews, KPI scorecards, case analysis) to the Operations Manager.
• Attend internal and client calibration sessions and meetings.
• Perform administrative tasks as assigned.
• Liaise between management/HR and agents for benefits, grievances and HR concerns.
• Conduct team building and design incentive programs in line with policies.
• Ensure compliance with Employee Handbook and other policies.

Skills

Communication skills

Analytical skills

Education

LEARN certification

Job description

Team Leader (R-106585)!

The Responsibilities:

• Manage a team of agents to achieve or exceed goals and key performance indicators by periodic coaching and mentoring.


• Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.


• Conduct business reviews and performance management activities to assist in the agents continuous development.


• Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.


• Assist in queue management using the tools available to them and in coordination with the Global Command Center.


• Prepare and submit all required reports (which includes but not limited to performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.


• Attend internal and external calibration sessions and other client meetings.


• Perform administrative and other similar tasks, as assigned.


• Act as a liaison between the management / Human Resources group and the agents. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.


• Conduct team building activities and design performance-based incentive programs in accordance with documented policies.


• Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

Knowledge, Skill Set & Qualifications Required (Internal)

• Must be a regular employee of Ubiquity


• At least 6 months in their current role and department


• Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations


• No active Disciplinary Action (DA)


• Excellent written and verbal communication skills


• Strong Analytical skills


• Must be LEARN certified