Team Leader (Bcd Cybercenter)

Ubiquity; Bacolod; Presencial; PHP 300.000 - 540.000; Tempo integral

Resumo da vaga

Ubiquity is seeking a Team Leader to lead a team of agents delivering exceptional service with expertise, empathy, and drive. You will coach, mentor, and manage performance to meet KPIs, while ensuring training on product updates and policy adherence.

The role involves collaboration with the Global Command Center, regular reporting, and active involvement in client meetings and calibration sessions to continuously improve service quality.

Qualificações

• At least 1-2 years in Customer Support or Financial services.
• Experience in practical development skills coaching (1–2 years).
• Proven experience managing 10 or more employees.
• Strong working knowledge of PC based Internet and software applications.
• Ability to maintain highly confidential information.
• Ability to focus on desired results, determine what is important and urgent, clarify next steps, and delegate to meet deadlines.

Responsabilidades

• Manage a team of agents to achieve or exceed goals and KPIs through periodic coaching and mentoring.
• Ensure agents are informed and trained on product and system updates needed to perform their tasks effectively.
• Conduct business reviews and performance management activities to support agent development.
• Perform floor support as SME on policy/procedural items and handle escalated calls.
• Assist in queue management using available tools in coordination with the Global Command Center.
• Prepare and submit reports (performance reviews, KPI, scorecards, case analyses) 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 and run team-building activities and incentive programs in line with policies.
• Ensure agents conduct themselves in accordance with company policies.

Descrição da vaga

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 Leaderyou’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.