Team Leader Bcd Cybercenter

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Team Leader, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

• 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 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
  
  

What We’re Looking For:

• At least 1-2 years of experience in Customer Support or Financial
• At least 1-2 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
  
  

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!