Team Leader: Coaching, Performance & Ops

Ubiquity; Quezon City; Presencial; PHP 446.000 - 893.000; Jornada completa

Descripción de la vacante

Ubiquity Philippines is seeking a Team Leader (R-106585) to manage a team of contact center agents, drive performance, and ensure quality service.

This role involves coaching, training on product updates, performance reviews, and escalated issue handling, with collaboration with Global Command Center, HR, and Operations. The ideal candidate has solid communication, analytical skills, LEARN certification, and a track record of meeting KPI targets.

Formación

• Must have excellent and clear written and verbal communication abilities.
• Strong analytical skills are required.
• LEARN certification is mandatory.

Responsabilidades

• Manage a team of agents to achieve or exceed goals and KPIs through coaching and mentoring.
• Inform and train agents on product and system updates to perform effectively.
• Conduct business reviews and performance management for agents’ development.
• Perform floor support as SME on policy and handle escalated calls when needed.
• Assist in queue management with coordination from the Global Command Center.
• Prepare and submit reports (performance reviews, KPI scorecards, case analysis) to the Operations Manager.
• Attend internal and client calibration sessions and meetings.
• Perform administrative tasks as assigned.
• Liaise between management/HR and agents for benefits, grievances and HR concerns.
• Conduct team building and design incentive programs in line with policies.
• Ensure compliance with Employee Handbook and other policies.

Conocimientos

Communication skills

Analytical skills

Educación

LEARN certification

Descripción del empleo

Ubiquity Philippines is seeking a Team Leader (R-106585) to manage a team of contact center agents, drive performance, and ensure quality service.

This role involves coaching, training on product updates, performance reviews, and escalated issue handling, with collaboration with Global Command Center, HR, and Operations. The ideal candidate has solid communication, analytical skills, LEARN certification, and a track record of meeting KPI targets.