BPO Team Leader | Operations & Performance Management

Acquire Intelligence; Eastern Manila District; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Epic Yearly Kick-Off Parties withmajor

Recognition through our Value Awards

Real career growth with internalpromot

14th Month Pay for employees who stay

Generous referral incentives

12 Vacation Leaves

12 Sick Leaves

1 Birthday Leave

Job summary

Acquire Intelligence is seeking a dynamic BPO Team Leader to join our Ortigas, Pasig City team. You will lead a group of customer service professionals, drive performance against targets, and foster continuous improvement while upholding service quality.

Responsibilities include coaching, performance reviews, reporting, and cross-department collaboration to resolve issues and optimize processes. A strong focus on people management, data analysis and QA will be essential.

Qualifications

• 2–3 years of supervisory or team leadership experience in a BPO, call centre or customer service environment.
• Proven track record of meeting or exceeding performance targets and KPIs.
• Strong leadership and people management skills with the ability to motivate diverse teams.
• Excellent communication skills in English, both written and verbal.
• Proficiency in MS Office applications and CRM tools.
• Problem-solving ability and capability to handle high-pressure situations with composure.
• Knowledge of quality assurance processes and customer service best practices.
• Ability to analyse data and report on team metrics and performance trends.
• High level of integrity, reliability and professional conduct.
• Familiarity with Filipino labour laws and employment regulations is advantageous.

Responsibilities

• Lead, supervise and motivate a team of customer service representatives to achieve performance targets and service level agreements.
• Monitor and manage team productivity, quality metrics and adherence to schedules.
• Conduct performance reviews, provide coaching and identify training needs for team members.
• Implement and enforce company policies, procedures and quality standards across the team.
• Handle escalated customer issues and complaints with professionalism and efficiency.
• Prepare and submit regular reports on team performance, attendance and operational metrics.
• Participate in recruitment and onboarding processes for new team members.
• Collaborate with other departments to address operational challenges and improve processes.
• Maintain a positive and productive work environment that promotes teamwork and engagement.

Skills

Team leadership

People management

English communication

MS Office

CRM tools

Data analysis

Integrity

Quality assurance

Labor law awareness

Tools

MS Office

CRM tools

Job description

About the role

Acquire Intelligence is seeking a dynamic and experienced BPO Team Leader to join our growing team in Ortigas, Pasig City. As a Team Leader, you will be responsible for leading and motivating a team of customer service professionals to deliver exceptional service standards whilst meeting operational targets and driving continuous improvement.

Key responsibilities

• Lead, supervise and motivate a team of customer service representatives to achieve performance targets and service level agreements

• Monitor and manage team productivity, quality metrics and adherence to schedules

• Conduct performance reviews, provide coaching and identify training needs for team members

• Implement and enforce company policies, procedures and quality standards across the team

• Handle escalated customer issues and complaints with professionalism and efficiency

• Prepare and submit regular reports on team performance, attendance and operational metrics

• Participate in recruitment and onboarding processes for new team members

• Collaborate with other departments to address operational challenges and improve processes

• Maintain a positive and productive work environment that promotes teamwork and engagement

About you

• 2-3 years of supervisory or team leadership experience in a BPO, call centre or customer service environment

• Proven track record of meeting or exceeding performance targets and KPIs

• Strong leadership and people management skills with the ability to motivate diverse teams

• Excellent communication skills in English, both written and verbal

• Proficiency in MS Office applications and BPO systems or customer relationship management (CRM) tools

• Problem-solving ability and capability to handle high-pressure situations with composure

• Knowledge of quality assurance processes and customer service best practices

• Ability to analyse data and report on team metrics and performance trends

• High level of integrity, reliability and professional conduct

• Familiarity with Filipino labour laws and employment regulations is advantageous

About us

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.

Benefits

• HMO coverage for you and your family

• Epic Yearly Kick-Off Parties with major giveaways

• Recognition through our Value Awards

• Real career growth with internal promotions

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

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

• 12 Vacation Leaves

• 12 Sick Leaves

• 1 Birthday Leave

What are you waiting for? Come for a career, stay for the fun!