Team Lead & Growth Coach — Customer Support

Tap Growth ai; Bacolod; Sur place; PHP 400 000 - 650 000; Plein temps

Résumé du poste

Ubiquity is seeking a Team Leader who will guide a team of agents to meet and exceed performance targets while providing coaching and mentorship. You will ensure the team stays updated on product and policy changes, conduct regular performance reviews, and escalate complex issues to leadership.

This role requires strong organizational skills and a focus on confidentiality. You will work closely with the Operations Manager to report on KPI metrics, participate in calibration sessions, and

Qualifications

• 1–2 years in Customer Support or Financial services.
• 1–2 years coaching teams on development skills.
• Experience managing 10+ employees.
• Proficient with PC-based Internet and software applications.
• Ability to handle confidential information and meet deadlines.

Responsabilités

• Manage a team of agents to achieve or exceed goals and KPIs through coaching and mentoring.
• Ensure agents are informed and trained on product and system updates.
• Conduct performance reviews and development activities for agents.
• Provide floor support as SME on policy and procedures and handle escalated calls.
• Assist in queue management with Global Command Center.
• Prepare and submit required reports to the Operations Manager.
• Attend internal and external calibration sessions and client meetings.
• Perform administrative tasks as assigned.
• Act as liaison between management/HR and agents for benefits, grievances, and HR concerns.
• Design performance-based incentive programs in accordance with policies.
• Ensure agents conduct themselves in line with company standards.

Connaissances

Customer support

Coaching

Team leadership

Performance management

Time management

Outils

PC-based software

Microsoft Office

Description du poste

Ubiquity is seeking a Team Leader who will guide a team of agents to meet and exceed performance targets while providing coaching and mentorship. You will ensure the team stays updated on product and policy changes, conduct regular performance reviews, and escalate complex issues to leadership.

This role requires strong organizational skills and a focus on confidentiality. You will work closely with the Operations Manager to report on KPI metrics, participate in calibration sessions, and