Team Leader

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.

Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career - Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM? Come for a career, stay for the fun!

Here’s what’s waiting for you:

• HMO coverage for you and your family

• Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)

• Recognition through our Value Awards — we celebrate your wins

• Real career growth with internal promotions

• Meaningful work with talented and supportive teams

Your future matters:

• 900 internal promotions every year

• 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay for employees who complete 5 years with us

• Generous referral incentives of up to ₱42,000 depending on the role

Enjoy work-life balance:

• 12 Vacation Leaves*

• 12 Sick Leaves*

• 1 Birthday Leave*

Team Leader

Reporting to: Operations Manager

Role Purpose

The Team Leader is responsible for the day-to-day management of a team within the program. This role ensures that team members consistently achieve productivity, quality, and service level targets while maintaining compliance with client and company standards. The Team Leader provides coaching, performance management, operational support, and employee engagement activities to foster a high-performing and customer-focused team environment.

Key Responsibilities

Operational Performance & Service Delivery

• Monitor daily team performance against established KPIs, SLAs, productivity, quality, and turnaround time targets.
• Manage workflow distribution and operational queues to ensure timely completion of assigned tasks.
• Identify performance gaps, operational risks, and staffing concerns and escalate recommendations to the Operations Manager.
• Ensure adherence to all client requirements, company policies, data privacy, information security, and compliance standards.
• Support workforce management initiatives, including schedule adherence, attendance monitoring, leave management, and staffing coverage.
• Conduct regular reviews of team performance reports and implement action plans to improve results.
• Ensure operational procedures and process documentation are consistently followed by team members.

Client & Stakeholder Support

• Support the Operations Manager in meeting client expectations and contractual requirements.
• Provide operational updates, performance data, and insights as requested by management.
• Assist in addressing and resolving client escalations and service issues within established guidelines.
• Escalate operational risks, service concerns, and process improvement opportunities to the Operations Manager.
• Maintain professional and collaborative relationships with internal stakeholders and support teams.

Business Improvement & Change Support

• Support the implementation of process improvements, operational initiatives, and client-driven changes.
• Identify recurring issues, process inefficiencies, and quality concerns within the team and recommend solutions.
• Participate in continuous improvement activities, root cause analysis, and action planning.
• Assist in monitoring and reporting the impact of implemented improvements on productivity, quality, and service delivery.
• Ensure team members understand and adopt new processes, systems, and operational requirements.

Training & Quality Management

• Conduct onboarding support, coaching sessions, and refresher training for team members.
• Ensure agents maintain the required level of knowledge and competency for their roles.
• Perform regular quality reviews, audits, and task monitoring to identify development opportunities.
• Partner with Quality and Training teams to address performance and knowledge gaps.
• Monitor quality outcomes and ensure corrective actions are completed and sustained.
• Reinforce best practices and process compliance through ongoing coaching and feedback.

People Leadership & Performance Management

• Lead, coach, motivate, and develop team members to achieve individual and team objectives.
• Conduct regular one-on-one coaching sessions, feedback discussions, and performance reviews.
• Create and monitor performance improvement plans for employees requiring additional support.
• Recognize and reward positive performance and contributions.
• Address conduct, attendance, and performance concerns in accordance with company policies.
• Foster a positive, inclusive, and high-performing team culture.
• Support employee engagement, retention, and career development initiatives.
• Identify emerging talent and recommend development opportunities to the Operations Manager.

Culture, Compliance & Professional Standards

• Promote and model company values, professional conduct, and positive workplace behaviors.
• Ensure team compliance with company policies, client requirements, and operational procedures.
• Monitor attendance, schedule adherence, and workplace discipline within the team.
• Maintain confidentiality and professionalism in all employee and client interactions.
• Encourage open communication, collaboration, accountability, and continuous improvement.

A Bit About You

• Minimum of 1-2 years of leadership experience as a Team Leader, Supervisor, Senior Associate, or equivalent role in a BPO, shared services, or back-office processing environment.
• Demonstrated experience coaching and developing frontline employees.
• Strong understanding of performance management, quality monitoring, and productivity improvement.
• Experience handling escalations and supporting operational service delivery.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills.
• Ability to motivate teams and drive accountability for performance outcomes.
• Strong organizational, prioritization, and time-management skills.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Strong command of written and spoken English.
• Ability to work effectively in a fast-paced environment and adapt to changing business requirements.

Measurement of Success

• Achievement of team KPIs, SLAs, productivity, and quality targets.
• Improvement in individual and team performance outcomes.
• Employee engagement, retention, and attendance performance.
• Reduction in quality defects, errors, and rework.
• Effectiveness of coaching, development, and performance management activities.
• Compliance with company policies, client requirements, and operational procedures.
• Successful implementation of operational improvements and process changes.

What We Value

We are proud of our diverse global team and united by shared values:

• Collaboration: We succeed together; accountability and respect matter.
• Impact: We focus on outcomes and getting things done.
• Passion: We bring energy, ownership, and positivity to our work.
• Transparency: Open, honest communication builds trust and performance.