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!
Position Description
Job title: Team Leader
Site: Beta
Shift: 24 / 7 (Shifting schedule)
Reporting to: Operations Manager
Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world.
As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You're also responsible for complying with and enforcing procedures aligned with our information security policies.
As a values-led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn.
A SNAPSHOT OF YOUR ROLE
Role
You are a Team Leader, a champion in your field. As part of the A-team, your role plays an important part in our success. Your tasks for the day include, but are not limited to, the following:
- Ensure that 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 performance of the agents are delivered thru coaching.
- Ensure Daily MyPay schedules, logs and overtime filings are correct and accurate before forwarding for final approval
- Ensure leave filing are checked if compliant on attendance policies before forwarding for final approval.
- 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.
- Send Daily EOD Report
- Client Call outs / Escalations review
- Attend to or escalate to Ops Manager any client inquiry/request.
- Creation of Agent's Monthly Scorecard
- 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
- Sending of monthly team incentive/Scores reports
- Sending 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 process.
- Phone time as required by clients and the management which include sup calls.
- Daily agent call listening sessions.
- Documentation and sending of coaching logs (1 per rep/week minimum)
- Compliance to Acquire BPO's Code of Conduct
a Bit About You
Consistent to our goal as an organization, at Acquire Intelligence, we are looking for individuals who are passionate in winning; those who enjoy achieving goals with the determination to go beyond hurdles. As a Team Leader you can perform well if you have:
- Minimum of 2 years of previous experience in a similar role
- Strong understanding of staff relations and training demand
- Excellent data analysis skills
- Knowledge of industry sales techniques and processes
- Ability to communicate with internal and external team members
- Strong communication skills, both written and verbal
- Good interpersonal skills with the ability to build strong relationships
- Good listening skills, with high levels of attention to detail
- Strong working knowledge of Microsoft office platforms
- Ability to multi-task and prioritize own workload
What Success Looks Like
- Uninterrupted business operations.
- Highly satisfied customers.
- Achievement of KPIs.
- Highly motivated and high-performing workforce.
What We Value
We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
- Curious and Clever: Smart questions spark smart solutions.
- Entrepreneurial Energy: Think like an owner. Solve like a founder.
- Fast with Intent: We move fast and deliver real results.
- Laugh and Learn: We don't take ourselves too seriously, just our results.
We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions.
Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.
Join the A-Team and experience the A-Life!
