Team Leader

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:

• Coaching and Development: Lead, coach, and develop agents supporting customer service voice, Reg E intake, dispute investigations, and web/mobile application support.
• Hands-on Support: Handle customer calls, dispute cases, web/mobile support cases, escalations, and queue work as needed to support staffing gaps, volume spikes, nesting, backlog recovery and business as usual workload.
• Floor Support and Escalation Management: Provide real-time guidance, issue resolution, and first-level escalation review for customer complaints, sensitive account concerns, technical issues, disputed transactions, and process exceptions.
• Voice Operations Management: Monitor live call behavior, customer experience standards, adherence to scripting, call handling quality, and consistent execution of client procedures.
• Reg E Intake and Dispute Oversight: Oversee intake and investigation workflows, including initial cardholder interviews, preliminary dispute coverage assessment, written confirmation requests, documentation accuracy, case notes, follow-up actions, and proper escalation.
• Queue, SLA, and Backlog Management: Track daily workload, call volumes, dispute case inventory, aging, turnaround times, and staffing coverage to ensure timely completion of voice and back-office work.
• Quality, Compliance, and Calibration: Partner with Quality and Compliance on audit readiness, voice and dispute review standards, calibration sessions, scoring alignment, coaching closure, data privacy, and financial services compliance expectations.
• Training and Knowledge Management: Support nesting, certification, recurrent training, SOP updates, quick reference guides, escalation matrices, known-issue trackers, and retraining requirements tied to client workflow or regulatory changes.

What We’re Looking For:

1. Experience:

• BPO and Financial Services Experience: Minimum of 3 years of BPO/contact center experience, preferably in fintech, digital banking, card services, payments, disputes, or regulated financial services operations.
• Leadership Experience: Minimum of 1 year as a Team Leader, SME, floor support lead, or equivalent people/operations leadership role; direct TL experience preferred.
• Voice and Disputes Exposure: Experience supporting customer service voice, dispute intake, chargeback operations, Reg E/EFTA workflows, or financial services case management is highly preferred.
• Launch or Ramp Experience: Experience supporting new program launch, transition, nesting, stabilization, or small- team ramp environments is preferred.
• Tools and Reporting Experience: Working knowledge of CRM/ticketing systems, Microsoft Excel/Google Sheets, Slack/email communication, and basic operational reporting is required.

2. Skills:

• Voice Operations Leadership: Ability to manage live call support, call handling behavior, customer experience standards, escalation control, and real-time floor assistance.
• Dispute Investigation Knowledge: Working understanding of dispute lifecycle, intake requirements, documentation standards, provisional credit considerations, chargeback workflows, and investigation decisioning.
• Reg E and Compliance Awareness: Familiarity with regulated financial services environments, customer protection requirements, dispute timelines, data privacy, and compliance-driven workflows.
• Performance Coaching: Ability to coach agents using QA findings, call observations, case reviews, compliance defects, productivity trends, and documented action plans.
• Queue and Backlog Management: Ability to prioritize workload, monitor case aging, allocate resources, manage daily inventory, and identify SLA or turnaround-time risks.
• Analytical Thinking: Ability to identify root causes from quality trends, dispute errors, call drivers, escalations, and productivity gaps, then recommend practical corrective actions.
• Communication and Stakeholder Management: Strong verbal and written communication skills with the ability to explain operational, regulatory, and customer-impacting issues clearly to agents, support teams, and client stakeholders.
• Judgment and Decision-Making: Sound judgment in handling sensitive account concerns, customer-impacting decisions, ambiguous launch scenarios, and process exceptions.

3. Personal Attributes:

• Integrity and Confidentiality: Professional, ethical, and compliance-oriented, with strong discretion when handling customer and account information.
• Customer-Centric Mindset: Able to balance customer experience, regulatory expectations, operational controls, and business needs.
• Composure and Adaptability: Calm under pressure and comfortable working in a launch environment where processes, metrics, and client expectations may still be stabilizing.
• Hands-On Ownership: Willing to lead by example by supporting calls, cases, escalations, coaching, and process changes when business needs require it.

Other Requirements:

• Amenable to shifting working schedules as required by the program needs within standard working hours
• Willing to support occasional schedule adjustments, calibration sessions, training, client meetings, or operational needs outside regular hours when required.
• Must complete client-required training, process certification, tool access requirements, information security training, and any required background or compliance checks.
• High English proficiency is required
• Must be comfortable working with financial services customers, cardholder account concerns, dispute intake scenarios, sensitive customer information, and client-owned workflows.
• Must be willing to undergo additional training related to Reg E dispute intake, prepaid card operations, web/mobile application support, quality standards, and client-specific systems.

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!