Team Leader (Bcd Cybercenter)

Ubiquity; Bacolod; On-site; PHP 480,000 - 720,000; Full time

Job summary

Ubiquity is looking for a Team Leader who will manage a team of agents, coach for performance, and ensure KPI attainment with coaching and mentoring. You will oversee training on product updates and policies, conduct reviews, and handle escalations while coordinating with the Global Command Center.

You will also act as a liaison with HR, design incentive programs, and build a culture of accountability and growth. Strong leadership and confidentiality are essential.

Qualifications

• Experience leading a team of agents.
• Experience coaching and developing performance.
• Strong customer service orientation and problem solving.

Responsibilities

• Manage a team of agents to meet or exceed goals and KPIs through coaching and mentoring.
• Ensure agents are informed on product and system updates for effective task completion.
• Conduct business reviews and performance management to aid continuous development.
• Provide floor support as SME on policy and procedures and handle escalated calls.

Skills

Team leadership

Coaching

Customer service

KPI tracking

Tools

PC literacy

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 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. If you’re ready to make an impact and grow with us,