While industry standard for Team Lead ratios is 1:18 to 1:20, Ubiquity holds this ratio at 1:15. This is because we find that a thoroughly supported team delivers high performance with confidence. From an Operational standpoint, Team Leads have regular daily checkpoints with their agents to create engagement and review performance. They perform coaching and feedback on a twice-weekly basis, along with monthly performance reviews and goal-setting sessions. Team Leads facilitate team meetings, bringing all agents together via video conferencing to drive team camaraderie and to disburse information.
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