Senior Team Leader

Acquire.AI; Pasig; On-site; PHP 335,000 - 502,000; Full time

Job summary

Acquire Intelligence in Pasig City is seeking a Senior Team Leader to oversee customer experience operations, drive KPI performance, and optimize process efficiency in a fast-paced BPO environment.

You will mentor teams, monitor metrics such as first response quality, handle escalations, and collaborate with operations and quality to meet client SLAs and deliver exceptional service. Experience in contact center leadership and data-driven decision making is preferred.

Job description

## Senior Team LeaderApply: Pasig City: Full time: Posted Today: End Date: October 26, 2026 (9 days left to apply): R13054We’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!Customer Experience Specialist: Key Performance Indicators Date: 13 July 2026 How these KPIs work Each KPI is tracked for each Specialist, across the support tickets they personally handle. The basis for each measure, monthly or rolling, is set out below. # KPI 1 Reopen Rate 2 Messages Sent (per active hour) 3 Individual CSAT KPI 1: Reopen Rate Target: No more than 38% of the tickets the Specialist first responds to are reopened by the customer, measured on a rolling three-month basis. Stretch target: No more than 30% of the tickets the Specialist first responds to are reopened by the customer. Background What it measures How often the Specialist’s first response resolves the enquiry. A ticket closes when the Specialist replies, and reopens if the customer comes back needing more help. Scope Tickets the Specialist first responded to in the period. Excludes spam, no-reply tickets and non-support enquiries (marketing, events, collaborations, trade / wholesale leads). How it is measured Derived from Gorgias message data, per Specialist. A ticket counts as reopened when, after the Specialist’s reply, the customer replies again and the ticket requires a further human response. Automated and AI messages, and customer replies that need no response (such as a thank-you), are excluded. (Reopened tickets ÷ tickets the Specialist first responded to) × 100. Integrity control Read alongside CSAT. Some reopens are driven by upstream issues the Specialist does not control, such as a product fault or delivery problem the customer follows up on. These upstream issues are not separated out, so reopen rate is read as a rolling, team-relative trend. KPI 2: Messages Sent (per active hour) Target: The Specialist sends at least 11 messages to customers per active hour (equates to ~75 messages per day; 374 messages per week). Stretch target: The Specialist sends at least 14 messages to customers per active hour (equates to ~95 messages per day; 476 messages per week). Background What it measures The Specialist’s support output: the volume of customer communication produced per active hour. Scope Messages sent by the Specialist to customers. Excludes internal notes and automated-rule messages. How it is measured Gorgias Messages Sent, per Specialist, divided by active hours. Active hours are usually 34 per week for a full-time Specialist, once time in internal meetings and on breaks is set aside. Integrity control Measures output volume only. Read alongside reopen rate and CSAT, so volume is always weighed against quality of response. KPI 3: Individual CSAT Target: At least 90% of the Specialist’s rated support interactions are scored as satisfied (4 or 5 out of 5). Background What it measures Whether customers are satisfied with the support the Specialist provides. Scope Closed Gorgias tickets attributed to the Specialist that receive a survey response, across email, chat and Contact Us form. Excludes spam and non-support enquiries (marketing, events, collaborations, trade / wholesale leads). Unrated tickets sit outside the denominator. How it is measured Gorgias satisfaction surveys, per Specialist. (Count of 4 and 5 ratings ÷ total ratings received on the Specialist’s tickets) × 100. Integrity control Read alongside reopen rate. A floor of 20 rated responses per Specialist per month applies. Below the floor, the figure rolls to a trailing 90-day basis.Join the A-Team and experience the A-Life!### About UsAcquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail.We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.