Team Leader: Mentoring, KPIs & Agent Success

Ubiquity

Murcia

On-site

PHP 240,000 - 360,000

Full time

3 days ago

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Job summary

Ubiquity is seeking a Team Leader to embody Head, Heart, Hustle—driving exceptional service with expertise and empathy. You will lead a team of agents to meet KPIs, coach and mentor, and ensure continuous development through reviews and training.

This role demands strong organizational skills and a proactive approach in a fast-paced environment. You will coordinate with the Global Command Center, manage queues, and report on performance while fostering a culture that values confidentiality,

Qualifications

1-2 years of experience in Customer Support or Financial services.
1-2 years of experience coaching for development skills.
Proven experience managing 10+ employees.
Strong working knowledge of PC-based Internet and software applications.
Ability to maintain highly confidential information.
Ability to focus on results, prioritize, and delegate to meet deadlines.

Responsibilities

Manage a team of agents to achieve or exceed goals and KPIs through coaching and mentoring.
Ensure agents are informed and trained on product and system updates.
Conduct performance reviews and development activities for agents.
Provide floor support as SME on policy and procedures and handle escalated calls.
Assist in queue management in coordination with the Global Command Center.
Prepare and submit reports (performance reviews, KPI, scorecards, case analyses) to Operations Manager.
Attend internal and client calibration sessions and meetings.
Perform administrative tasks as assigned.
Act as liaison between management/HR and agents for benefits, grievances and HR concerns.