Job Description
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 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 requ...