Team Leader at Acquire Intelligence

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

10 Aug, 26

Salary

0.0

Posted On

13 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Performance Management, Coaching, Quality Assurance, Client Management, Workforce Management, Conflict Resolution, Data Analysis, Operational Compliance, Microsoft Office, Customer Service, Staff Scheduling

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! Job Summary The Customer Care Team Leader is responsible for overseeing the daily operations, performance, and development of Customer Care Associates to ensure delivery of exceptional customer service and achievement of client and company KPIs. This role focuses on coaching, performance management, quality assurance, employee engagement, client coordination, and operational compliance while fostering a high-performing and customer-centric work environment. Key Responsibilities Team Management & Leadership Lead, coach, and develop Customer Care Associates through regular one-on-one coaching sessions, team huddles, and performance discussions. Implement process updates and operational changes communicated by Operations Management and the Client. Provide timely, constructive feedback to team members by recognizing strengths and identifying opportunities for improvement. Motivate staff to meet and exceed productivity, customer satisfaction, and quality targets. Promote employee engagement through team activities, recognition programs, and rewards & recognition initiatives. Manage employee attrition by ensuring continuous support, guidance, and career development for team members. Handle management concerns and operational issues that arise during operating hours. Performance Management Monitor and analyze individual and team performance through daily, weekly, and monthly reports and data analysis. Create and maintain monthly scorecards for all assigned agents. Reinforce program expectations and ensure all KPIs and service levels are achieved or exceeded. Conduct regular performance reviews and participate in calibration sessions with management and clients. Ensure team involvement in performance analysis and action planning. Quality Assurance & Compliance Conduct daily call listening sessions and random audits to ensure adherence to SOPs, quality standards, and customer service expectations. Complete required QA audits using the approved QA audit tools and forms, with a minimum requirement of three audits per agent per week. Ensure adherence to operational procedures, company policies, and client requirements. Enforce compliance with the company’s Code of Conduct and operational guidelines. Issue Notices to Explain (NTEs) and Notices of Decision (NODs) for behavioral, performance, and Code of Conduct violations, subject to HR and Operations Manager review. Client & Stakeholder Management Review and address client escalations, complaints, and call-outs in a timely manner. Attend daily, weekly, monthly, and quarterly meetings with clients and management teams. Maintain open communication and coordination with internal departments, management, HR, QA, Workforce Management, and clients. Ensure proper endorsement and handoff of operational updates and concerns. Workforce & Operational Management Prepare and implement monthly staffing schedules to ensure operational requirements and service levels are consistently met. Monitor attendance, schedule adherence, and staffing utilization. Ensure smooth day-to-day operations of the Customer Care team. Support operational initiatives and process improvements that enhance customer experience and team performance. Be flexible to work shifting schedules, weekends, and holidays as required by business operations. Qualifications Bachelor’s degree in Business Administration, Communications, Management, or related field preferred. At least 2–3 years of experience in a BPO or customer service environment, with a minimum of 1 year in a supervisory or leadership role. Strong leadership, coaching, and people management skills. Excellent verbal and written communication skills. Strong analytical and problem-solving abilities. Experience handling customer escalations and client communications. Knowledge of performance management, quality assurance processes, and workforce management principles. Proficient in Microsoft Office applications and reporting tools. Ability to work in a fast-paced and dynamic environment. Willingness to work flexible schedules, including weekends and holidays. 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

Oversee daily operations and performance of Customer Care Associates to ensure the achievement of client and company KPIs. Focus on coaching, quality assurance, and maintaining strong client relationships to foster a customer-centric environment.