Team Leader (Bcd Cybercenter)

Tap Growth ai; Bacolod; On-site; PHP 391,000 - 670,000; Full time

Job summary

Ubiquity is seeking a Team Leader who embodies the Head, Heart, Hustle mantra, delivering exceptional service with expertise, empathy, and a drive to succeed.

You will manage a team of agents, coach for performance, update them on product changes, and conduct reviews to support ongoing development.

Join a people-first culture where goals are reached through collaboration and HR partnerships to ensure success.

Qualifications

• 1–2 years experience in Customer Support or Financial services.
• 1–2 years experience in practical development skills coaching.
• Proven experience managing 10+ employees.
• Strong working knowledge of PC-based Internet and software applications.
• Ability to maintain highly confidential information.
• Skill in prioritizing tasks, clarifying next steps, and delegating effectively to meet deadlines.

Responsibilities

• Manage a team of agents to achieve or exceed goals via 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 (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; escalate benefits, grievances and HR concerns as needed.
• Conduct team building activities and design performance-based incentive programs in accordance with policies.
• Ensure that the agents conduct themselves in accordance with policy.

Skills

Team leadership

Coaching

Performance management

Policy knowledge

HR liaison

Reporting

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 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.