Operations Team Leader | Night Shift | Up to ₱42K Package

Acquire Intelligence; Eastern Manila District; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Epic Yearly Kick-Off Parties with bigs

Value Awards recognition

Real career growth with internal/prom

Job summary

Acquire Intelligence is seeking an Operations Team Leader based in Ortigas, Pasig City to manage a night-shift customer service team, drive performance, and ensure service quality. You will act as the senior point of contact for your team, overseeing schedules, coaching, and escalation resolution.

The role emphasizes leadership, data-driven insights, and collaboration across departments to meet customer service objectives and business goals.

Qualifications

• 2-3 years experience in a customer service or call centre as supervisor or team leader.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Strong analytical skills to interpret data and metrics.
• Proficiency in relevant software/systems used in customer service operations.
• Problem-solving mindset with ability to implement solutions.
• Flexibility to work night shift hours.
• Customer-focused approach with commitment to service standards.
• Knowledge of QA and performance management practices (preferred).

Responsibilities

• Lead, supervise and motivate a team of customer service representatives during night shift operations.
• Monitor adherence to quality standards, SLAs and performance metrics.
• Conduct performance reviews, coaching and feedback sessions.
• Manage schedules, timesheets, attendance and leaves.
• Handle escalated customer issues and complaints; provide resolutions.
• Identify training needs and coordinate development programmes.
• Prepare operational reports and team metrics for management.
• Implement process improvements to enhance efficiency and reduce costs.
• Ensure compliance with policies and regulatory requirements.
• Coordinate with other departments and share updates.

Skills

Leadership

People management

Communication

Analytical thinking

Problem solving

Night shift

Customer focus

Tools

CRM/CS software

Job description

About the role

We are seeking an experienced Operations Team Leader to join our growing team at Acquire Intelligence. This is a full-time position based in Ortigas, Pasig City working the night shift. As Operations Team Leader, you will be responsible for leading and managing a dedicated team of customer service professionals, ensuring operational excellence, maintaining service quality standards, and driving team performance during night shift hours. This role is critical to our operations, as you will be the senior point of contact for your team and instrumental in meeting our customer service objectives and business goals.

Key responsibilities

• Lead, supervise and motivate a team of customer service representatives during night shift operations, fostering a positive and productive work environment
• Monitor and ensure adherence to quality standards, service level agreements (SLAs) and performance metrics across the team
• Conduct regular performance reviews, coaching and feedback sessions to support team member development and growth
• Manage schedules, timesheets, attendance and leave requests for team members whilst ensuring adequate staffing levels
• Handle escalated customer issues and complaints, providing resolution and ensuring customer satisfaction
• Identify training needs and coordinate professional development programmes for team members
• Prepare and present operational reports, performance analytics and team metrics to senior management
• Implement process improvements and operational best practices to enhance efficiency and reduce costs
• Ensure compliance with company policies, procedures and relevant regulatory requirements
• Maintain communication with other departments and management to coordinate operations and share updates

What we're looking for

• 2-3 years experience working in a customer service or call centre environment as supervisor or team leader
• Strong leadership and people management skills, with the ability to motivate and develop team members
• Excellent communication and interpersonal skills, both written and verbal
• Ability to work effectively under pressure and handle multiple priorities in a fast-paced environment
• Strong analytical skills with the ability to interpret data, metrics and performance reports
• Proficiency in relevant software, systems and tools used in customer service operations
• Problem-solving mindset with the ability to identify issues and implement effective solutions
• Flexibility to work night shift hours and adapt to operational requirements
• Customer-focused approach with a commitment to delivering excellent service standards
• Knowledge of quality assurance and performance management practices (preferred)

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!