Found 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:
- 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 Ma...