Premium Support Team Lead: Coaching, Excellence & Growth

Acquire Intelligence; Pasig; On-site; PHP 450,000 - 750,000; Full time

Job summary

Acquire Intelligence, an award-winning global outsourcer, is seeking a Premium Support Team Leader in the Pasig area. You will lead a team of Premium Support Specialists, coach performance, manage workloads, and coordinate with clients to ensure top-tier customer experiences.

Responsibilities include monitoring KPIs and SLAs, handling escalations, and driving continuous improvements while maintaining policy compliance and a positive team culture.

Qualifications

• Experience leading premium support or contact center teams.
• Strong coaching and performance management skills.
• Ability to analyse metrics and drive service improvements.

Responsibilities

• Lead and coach Premium Support Specialists to deliver outstanding customer experiences.
• Monitor KPIs and SLAs; identify gaps and implement action plans.
• Manage attendance, shift schedules and leave planning.
• Oversee backlog management and ensure timely resolution of cases.
• Collaborate with clients and internal stakeholders to address issues.
• Ensure compliance with policies and information security standards.
• Drive continuous improvement and share best practices across the team.

Skills

Team Leadership

Coaching

Performance Monitoring

Workload Coordination

Stakeholder Engagement

Quality Assurance

Process Improvement

Job description

Acquire Intelligence, an award-winning global outsourcer, is seeking a Premium Support Team Leader in the Pasig area. You will lead a team of Premium Support Specialists, coach performance, manage workloads, and coordinate with clients to ensure top-tier customer experiences.

Responsibilities include monitoring KPIs and SLAs, handling escalations, and driving continuous improvements while maintaining policy compliance and a positive team culture.