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Team Leader

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UBIQUITY

2mo ago

Applications are closed

  • Job
    Full-time
    Junior & Mid Level
  • People, HR & Administration
    Business, Operations & Strategy
  • Manila

Requirements

  • At least 2 years experience in Customer Support or Financial
  • At least 2 years experience in practical development skills coaching
  • Proven experience managing 10 or more employees
  • Strong working knowledge of PC based Internet and software applications
  • Ability to maintain highly confidential information
  • Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results

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 (which includes but not limited to 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. This means all matters pertaining to benefits, grievances and other HR concerns should be escalated to the proper authorities for immediate and appropriate action.
  • 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.

FAQs

What qualifications are required for the Team Leader position?

Candidates should have at least 2 years of experience in Customer Support or Financial services, practical development skills coaching, and proven experience managing 10 or more employees.

What are the main responsibilities of the Team Leader?

The main responsibilities include managing a team of agents to achieve goals, providing coaching and mentorship, conducting performance reviews, handling escalated calls, preparing and submitting reports, and acting as a liaison between management and agents regarding HR matters.

Is previous management experience necessary?

Yes, candidates must have proven experience managing a team of 10 or more employees.

What kind of training will the Team Leader provide to agents?

The Team Leader is responsible for ensuring that agents are informed and trained on product and system updates necessary for their tasks.

Will I need to conduct team building activities?

Yes, the Team Leader is expected to conduct team building activities and design performance-based incentive programs.

What software skills are necessary for this role?

A strong working knowledge of PC-based Internet and software applications is required for the Team Leader position.

How does Ubiquity support diversity and inclusion in the workplace?

Ubiquity is committed to creating an inclusive employee experience for all, regardless of race, gender, religion, sexual orientation, age, or disability, and believes that the best ideas come when everyone can contribute and be their authentic selves.

What is Ubiquity's industry focus?

Ubiquity specializes in customer experience management, back-office/risk operations, and business transformation across financial services, healthcare, and e-commerce.

Does the role require maintaining confidentiality?

Yes, the ability to maintain highly confidential information is an essential skill for the Team Leader position.

How often will the Team Leader need to prepare reports?

The Team Leader will need to prepare and submit reports on a regular basis, including performance reviews and KPI analysis.

UBIQUITY

Partnership. Innovation. Community.

Consulting
Industry
10,001+
Employees
2012
Founded Year

Mission & Purpose

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office operations, and business transformation.