Team Leader at Acquire Intelligence

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

28 Apr, 26

Salary

0.0

Posted On

28 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Operations Management, Coaching, Performance Analysis, Client Relations, Attendance Compliance, Data Reporting, Process Updates, Incentive Validation, Schedule Management, Communication, Problem Solving, Documentation, Performance Improvement, Escalation Management, Compliance

Industry

Outsourcing and Offshoring Consulting

Description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Responsibilities, including, but are not limited to: Team Management Responsibilities: Ensure that at the start of month PEAMs are served to all agents. Coordinate with all departments within the company to meet campaign needs. Ensure that end of month scorecards and PAFs are served to all agents. Weekly updates on the performance of the agents are delivered through coaching and email. Ensure Daily MyPay schedules, logs and overtime filings are correct and accurate before forwarding for final approval Ensure leave filings are checked if compliant on attendance policies before forwarding for final approval Operations Management Responsibilities: Updating of Campaign/TL Tracker (Priority Management File, Attendance, Stats, etc.) Roll out any process update from the Ops Management and the Client during one-on-one coaching or team huddles Client Call outs / Escalations review Attend to or escalate to Ops Manager any client inquiry/request Discussion of Agent’s Monthly Scorecard and lodge via ScoreIT Daily / Weekly Catch up with Operations Management Team and Client Issuance of DPFs and CAFs for COC violations falling under Sanction A-C Issuance of DPF & CAF to Agents for Behavior & PIP/ Performance Validating of monthly team incentive/Scores reports Review of Adhoc/WTD/EOM Reports to Client & Operations team Analyze the agent’s performance through daily/weekly/monthly review of the data/reporting Prepare and Roll Out Monthly Schedule Staffing Ensure that all agents adhere to all operational forms and processes Phone time as required by clients and the management which includes supervisor calls Daily agent call listening sessions Documentation and sending of coaching logs (1 per rep/week minimum) Compliance to Acquire Intelligence Code of Conduct Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/

Responsibilities

The Team Leader is responsible for managing a team of agents, ensuring performance metrics are met, and coordinating with various departments to fulfill campaign needs. They also handle client inquiries, performance reviews, and compliance with operational processes.