Team Leader (Bcd Cybercenter)

Tap Growth ai; Bacolod; In loco; PHP 400.000 - 650.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Customer support

Coaching

Team leadership

Performance management

Time management

Strumenti

PC-based software

Microsoft Office

Descrizione del lavoro

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 byperiodic coaching and mentoring.
• Ensure that agents are informed and trained on product and system updates necessary perform their tasks effectively.
• Conduct business reviews and performance management activities to assist in the agentscontinuous 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 includes but 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 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 effectively 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.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success.