Team Leader: Mentorship-Driven Customer Support

Tap Growth ai; Bacolod; Presencial; PHP 391.000 - 670.000; Tempo integral

Resumo da vaga

Ubiquity is seeking a Team Leader who embodies the Head, Heart, Hustle mantra, delivering exceptional service with expertise, empathy, and a drive to succeed.

You will manage a team of agents, coach for performance, update them on product changes, and conduct reviews to support ongoing development.

Join a people-first culture where goals are reached through collaboration and HR partnerships to ensure success.

Qualificações

• 1–2 years experience in Customer Support or Financial services.
• 1–2 years experience in practical development skills coaching.
• Proven experience managing 10+ employees.
• Strong working knowledge of PC-based Internet and software applications.
• Ability to maintain highly confidential information.
• Skill in prioritizing tasks, clarifying next steps, and delegating effectively to meet deadlines.

Responsabilidades

• Manage a team of agents to achieve or exceed goals via periodic coaching and mentoring.
• Ensure that agents are informed and trained on product and system updates necessary to perform their tasks effectively.
• Conduct business reviews and performance management activities to assist in the agents' continuous development.
• Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
• Assist in queue management using the tools available to them and in coordination with the Global Command Center.
• Prepare and submit all required reports (performance reviews, Agent KPI performance, scorecards, case analysis) to the Operations Manager.
• Attend internal and external calibration sessions and other client meetings.
• Perform administrative and other similar tasks, as assigned.
• Act as a liaison between the management / Human Resources group and the agents; escalate benefits, grievances and HR concerns as needed.
• Conduct team building activities and design performance-based incentive programs in accordance with policies.
• Ensure that the agents conduct themselves in accordance with policy.

Conhecimentos

Team leadership

Coaching

Performance management

Policy knowledge

HR liaison

Reporting

Descrição da vaga

Ubiquity is seeking a Team Leader who embodies the Head, Heart, Hustle mantra, delivering exceptional service with expertise, empathy, and a drive to succeed.

You will manage a team of agents, coach for performance, update them on product changes, and conduct reviews to support ongoing development.

Join a people-first culture where goals are reached through collaboration and HR partnerships to ensure success.