Team Leader

Let's tomorrow, together.

At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.

Sound like the right fit? Your tomorrow looks bright at Ubiquity.

Your Role:
Ubiquity is hiring a Team Leader to join our growing team in Omaha, NE. A Team Leader oversees a group of employees and motivates them to do their job efficiently. They provide daily objectives, develop reward systems for productivity that motivate new hires and seasoned workers alike and communicate any issues with upper management to reach business goals effectively.
We’re made of something different.
We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals – every person, in every role, for our company and our clients. Think you have what it takes? Join us!

Responsibilities:

• Manage a team of Customer Service Representatives to achieve or exceed goals and key performance indicators by coaching and mentoring.

• Ensure that CSR’s are informed and trained on product and system updates necessary to perform their tasks effectively.

• Complete daily and weekly coaching sessions with CSR’s.

• Conduct business reviews and performance management activities to assist in the customer service agent’s 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 Workforce Management.

• Assist with the preparation of business reports (which includes but not limited to CSR KPI performance, scorecards, case analysis).

• Attend internal and external calibration sessions and other client meetings.

• Perform administrative and other similar tasks, as assigned.

• Conduct team building activities and design/support performance-based incentive programs in accordance with documented policies.

• Ensure that the CSR’s conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

Requirements:

• College degree or equivalent work experience.

• Previous call center supervisory experience required.

• Experience supporting healthcare a plus

• Experienced in delivering effective coaching and feedback.

• Experience assisting and resolving escalated customer impacting scenarios.

• Strong business acumen and focus on operational excellence.

• Excellent verbal and written communication skills.

• Dynamic leadership skills.

• Demonstrate strong problem-solving skills and sound judgment and decision-making ability.

• Ability to apply analytical thinking to troubleshooting and problem resolution.

• Ability to present information and respond to questions to a variety of levels internal and external partners.

• Contributes to team effort by working on related projects as needed.

• Ability to work within a high-pressure environment and maintain a positive demeanor for the customer and employee.

• Strong organizational and time management skills.

• Intermediate to advanced proficiency of Google drive, Microsoft Office applications.

• Ability to read, write, speak and understand the English language in a business environment. Bilingual skills may be needed for some roles.

• Flexible with schedules and available to work a variety of shifts to include weekends, overnights, holidays or extra shifts to meet the needs of the business.

The Perks.

• Life Insurance Benefits

• Medical, Dental, and Vision Benefits

• Paid Time Off

• Retirement Benefits

What We Do.
Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations. Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 150 brands and counting.

We want you.
We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.
What we do.
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/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.

Come as U are, because U Matter at Ubiquity.

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.

Job Type: Full-time