Team Leader, Performance & People Development

Ubiquity; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Ubiquity is seeking a Team Leader to guide a group of agents in Manila, delivering coaching, performance management, and escalation handling. The role emphasizes ensuring policy updates are understood, driving queue efficiency, and maintaining adherence to the Employee Handbook.

The ideal candidate has strong communication and analytical skills, experience in a team leadership role, and LEARN certification.

Qualifications

• Must be a regular employee of Ubiquity.
• At least 6 months in their current role and department.
• Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations.
• No active Disciplinary Action (DA).
• Excellent written and verbal communication skills.
• Strong Analytical skills.
• Must be LEARN certified.

Responsibilities

• Manage a team of agents to achieve or exceed goals and key performance indicators by 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 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.
• Conduct team building activities and design performance-based incentive programs in accordance with documented policies.
• Ensure that the agents conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

Skills

Communication skills

Analytical skills

LEARN certification

Job description

Ubiquity is seeking a Team Leader to guide a group of agents in Manila, delivering coaching, performance management, and escalation handling. The role emphasizes ensuring policy updates are understood, driving queue efficiency, and maintaining adherence to the Employee Handbook.

The ideal candidate has strong communication and analytical skills, experience in a team leadership role, and LEARN certification.