Team Leader | Bacolod

Ubiquity; Murcia; On-site; PHP 240,000 - 360,000; Full time

Job summary

Ubiquity is seeking a Team Leader to embody Head, Heart, Hustle—driving exceptional service with expertise and empathy. You will lead a team of agents to meet KPIs, coach and mentor, and ensure continuous development through reviews and training.

This role demands strong organizational skills and a proactive approach in a fast-paced environment. You will coordinate with the Global Command Center, manage queues, and report on performance while fostering a culture that values confidentiality,

Qualifications

• 1-2 years of experience in Customer Support or Financial services.
• 1-2 years of experience coaching for development skills.
• Proven experience managing 10+ employees.
• Strong working knowledge of PC-based Internet and software applications.
• Ability to maintain highly confidential information.
• Ability to focus on results, prioritize, and delegate to meet deadlines.

Responsibilities

• 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 in coordination with the Global Command Center.
• Prepare and submit reports (performance reviews, KPI, scorecards, case analyses) to Operations Manager.
• Attend internal and client calibration sessions and meetings.
• Perform administrative tasks as assigned.
• Act as liaison between management/HR and agents for benefits, grievances and HR concerns.

Skills

Team leadership

Coaching

Customer support

People management

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Team Leader,you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

• Manage a team of agents to achieve or exceed goals and key performance indicators throughperiodic 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 andhandle escalated calls when needed.

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

• Prepare and submit all required reports (which include, but are not limited to, performancereviews, 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. Thismeans all matters pertaining to benefits, grievances, and other HR concerns should beescalated to the proper authorities for immediate and appropriate action.

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

• Ensure that the agents conduct themselves in accordance

What We’re Looking For:

• At least 1-2 years of experience in Customer Support or Financial

• At least 1-2 years of experience in practical development skills coaching

• Proven experience managing 10 or more employees

• Strong working knowledge of PC based Internet and software applications

• Ability to maintain highly confidential information

• Skill in focusing on desired results, determining what is important and urgent,clarifying next steps, and delegating effectiveyle to meet deadlines and achieve desired results

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart:Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.