Team Leader - Disputes & Voice Operations

Ubiquity; Iloilo City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ubiquity is seeking a Team Leader to embody its Head, Heart, Hustle mantra by coaching and guiding a diverse customer service team. You will lead voice operations, escalations, and dispute investigations while ensuring compliance with Reg E workflows and client procedures.

You will manage queues, SLAs, and backlogs, while partnering with Quality and Compliance to drive calibration and continuous improvement. Strong communication and leadership are essential in this fintech/regulated environment.

Qualifications

• Minimum 3 years BPO/contact center experience, preferably fintech or regulated financial services.
• At least 1 year in a Team Leader or similar leadership role.
• Experience with voice support and disputes, Reg E/EFTA workflows is preferred.
• Experience supporting new program launches, nesting, or ramp environments.
• Proficient in CRM/ticketing, Excel/Sheets, Slack and basic reporting.

Responsibilities

• Coach, lead, and develop agents across voice and back-office support.
• Handle live calls, disputes, escalations, and queue management to balance staffing and workload.
• Provide real-time guidance and first-level escalation for customer issues and sensitive accounts.
• Monitor call quality, scripting adherence, and client procedures.
• Oversee Reg E intake, dispute workflows, and documentation accuracy.

Skills

Voice Ops Leadership

Dispute Investigation

Reg E Awareness

Performance Coaching

Queue Management

Analytical Thinking

Stakeholder Communication

Judgment & Decision-Making

Tools

CRM/Ticketing

Excel/Sheets

Slack/Email

Job description

Ubiquity is seeking a Team Leader to embody its Head, Heart, Hustle mantra by coaching and guiding a diverse customer service team. You will lead voice operations, escalations, and dispute investigations while ensuring compliance with Reg E workflows and client procedures.

You will manage queues, SLAs, and backlogs, while partnering with Quality and Compliance to drive calibration and continuous improvement. Strong communication and leadership are essential in this fintech/regulated environment.