Team Leader: Coaching, KPIs & People-First Support

Tap Growth ai; Bacolod; On-site; PHP 558,000 - 893,000; Full time

Job summary

Ubiquity is seeking a Team Leader to coach and guide a group of customer support agents, driving service excellence and measurable results. You will monitor KPIs, conduct performance reviews, and escalate issues as needed while maintaining a positive, people-first culture.

You’ll collaborate with the Global Command Center and HR to ensure training on updates, policy changes, and processes. The role emphasizes empathy, accountability, and continuous development.

Qualifications

• Minimum 1–2 years in customer support or financial services.
• Experience leading 10+ employees.
• Strong PC-based Internet and software skills.

Responsibilities

• Manage a team of agents to achieve or exceed goals and KPIs via coaching and mentoring.
• Ensure agents are trained on product and system updates for effective task performance.
• Conduct performance reviews and develop agents through ongoing coaching.
• Handle escalated calls and provide floor support as SME on policy and procedures.
• Coordinate with Global Command Center for queue management and reporting.
• Prepare and submit reports on performance, KPI trends, and case analysis to Ops Manager.
• Attend calibration sessions and client meetings as required.
• Serve as liaison between management/HR and agents on benefits, grievances, and HR matters.
• Design and implement performance-based incentive programs.

Skills

Team leadership

Coaching

Customer support

Performance management

Communication skills

Education

Bachelor's degree

Tools

CRM software

MS Office / Google Workspace

Job description

Ubiquity is seeking a Team Leader to coach and guide a group of customer support agents, driving service excellence and measurable results. You will monitor KPIs, conduct performance reviews, and escalate issues as needed while maintaining a positive, people-first culture.

You’ll collaborate with the Global Command Center and HR to ensure training on updates, policy changes, and processes. The role emphasizes empathy, accountability, and continuous development.