Team Leader: Growth & Coaching in Customer Support

Ubiquity; Bacolod; Sur place; PHP 480 000 - 720 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Team leadership

Coaching

Customer service

KPI tracking

Outils

PC literacy

Description du poste

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.