Team Leader, Customer Support: Lead & Grow

Ubiquity; Bacolod; On-site; PHP 300,000 - 540,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Job description

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.