Team Leader

Acquire Intelligence

Pasig

On-site

PHP 450,000 - 750,000

Full time

21 hours ago

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Benefits offered by this job

HMO coverage for you and your family

Epic yearly kick-off parties

Value Awards – recognition for wins

Internal promotions and career growth

Meaningful work with talented teams

14th Month Pay after 5 years

Job summary

Acquire Intelligence is seeking a hands-on Team Leader for Auction Operations in Ortigas, Pasig. This senior role drives daily performance, staffing, and risk management while coaching a development-focused team to meet SLA/TAT targets and deliver quality outcomes.

The position requires 2–3 years in a team-lead role within BPO or back-office operations, with strong data-driven decision making and client-facing communication. Night shift onsite in Ortigas is expected.

Qualifications

2–3 years of Team Leader or equivalent people-leadership experience in BPO or back-office operations.
Experience managing performance against SLA/TAT, productivity, quality, attendance, and staffing metrics.
Strong coaching and performance-management capability to develop both struggling and high-potential employees.
Ability to analyze operational data and translate into root causes and actions.
Excellent written and verbal communication with clients and senior stakeholders.
Proficient in spreadsheets and operational reporting.
Experience managing multiple workflows and priorities.
Willingness to work onsite in Ortigas on a night shift.

Responsibilities

Own daily performance, workflows, including productivity, SLA/TAT, quality, attendance, and other KPIs.
Review performance and take action when results trend below target.
Ensure workload is prioritized and resources align to demand.
Maintain visibility of queues, backlogs, staffing, and risks.
Validate performance data before reporting to client.
Develop clear recovery plans when targets are missed.
Ensure commitments and deliverables are completed on time.
Lead, coach, and develop agents through regular performance discussions.
Set expectations around attendance, punctuality, accountability, quality, and productivity.
Identify performance gaps and create improvement plans.
Recognize high performers and develop SMEs or leaders.
Return-to-work discussions and address attendance concerns.
Build a team culture of ownership and support.
Represent Acquire professionally to clients and stakeholders.
Maintain proactive communication around performance, staffing, risks.
Escalate risks early and participate in governance meetings.
Prepare for business reviews with data, insights, actions.
Document verbal clarifications and important decisions.
Partner with Quality, Training, Workforce Management, and Operations to close gaps.
Review errors and determine root causes and corrective actions.
Ensure SOPs, QA requirements are followed.
Identify opportunities to simplify workflows and improve turnaround time.
Maintain SOPs, playbooks, knowledge articles.
Translate lessons learned into improvements.
Plan for PTO and coverage risks.
Cross-train for flexible coverage.
Monitor training readiness before expanding responsibilities.
Coordinate with teams for resolution.
Maintain business continuity.

Skills

Team leadership

Performance management

Coaching & development

Data analysis

Client communication

SLA/TAT management

Attendance & staffing

Onsite Ortigas

Night shift leadership

Tools

Salesforce

Job description

We’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!

Team Leader – Auction Operations

Ortigas, Pasig City | Night Shift | Onsite | Full Time

Lead a high-performing operations team supporting Auction Program, sales support, customer care, sales enablement, strategic account coordination, and asset-related workflows. You’ll own day-to-day performance, develop people, protect service delivery, and make sure risks are identified and acted on before they become client issues.

About Acquire Intelligence

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.

A SNAPSHOT OF YOUR ROLE

This is a hands-on operational leadership role where success is measured not only by what the team delivers, but by how effectively you anticipate issues, develop your people, and keep the operation stable.

You’ll lead daily execution across your assigned workstream, with accountability for attendance, staffing and coverage, productivity, SLA/TAT, quality, coaching, escalations, and overall team readiness.

We’re looking for a leader who does not wait for a problem to become an escalation. You should be comfortable using data to understand what is happening, identifying the root cause, building an action plan, and following through until the result is delivered and sustained.

What You’ll Do

Operational Performance & Delivery

Own daily performance, workflows, including productivity, SLA/TAT, quality, attendance, and other contractual or operational KPIs.
Review performance throughout the shift and take immediate action when results are trending below target.
Ensure workload is appropriately prioritized and resources are aligned to business demand.
Maintain visibility of queues, backlogs, aging, staffing, and operational risks.
Validate performance data before communicating results internally or to the client.
Develop clear recovery plans when targets are missed and track actions through completion.
Ensure commitments, action items, and deliverables are completed accurately and on time.

People Leadership & Development

Lead, coach, and develop agents through regular performance discussions, observations, and structured coaching.
Set clear expectations around attendance, punctuality, accountability, quality, productivity, and professional behavior.
Identify individual performance gaps and create measurable improvement plans.
Recognize high performers and actively develop employees with potential for SME, QA, training, or leadership opportunities.
Conduct effective return-to-work discussions and proactively address recurring attendance or reliability concerns.
Build a team culture where people take ownership, support one another, and understand the impact of their work on the client.

Client & Stakeholder Management

Represent Acquire professionally in interactions with clients and stakeholders.
Maintain proactive communication around performance, staffing, risks, dependencies, and required support.
Ensure client questions and requests are acknowledged, owned, and followed through to resolution.
Escalate risks early rather than waiting for service delivery to be impacted.
Participate in business reviews, operational meetings, and client discussions and come prepared with accurate data, insights, actions, and updates.
Ensure verbal process clarifications and important decisions are appropriately documented.

Quality, Process & Continuous Improvement

Partner with Quality, Training, Workforce Management, and Operations leadership to identify and close performance and process gaps.
Review errors, escalations, and recurring issues to determine root causes and corrective actions.
Ensure agents follow documented SOPs, client requirements, and established quality controls.
Identify opportunities to simplify workflows, reduce rework, improve turnaround time, and strengthen quality.
Help maintain accurate SOPs, playbooks, knowledge articles, and process documentation.
Ensure lessons learned from errors or escalations are translated into sustainable team improvements.

Coverage, Readiness & Risk Management

Maintain appropriate daily staffing and coverage across assigned workflows.
Proactively plan for PTO, absences, volume changes, and other coverage risks.
Develop cross-training and flex-coverage capability to reduce dependency on individual resources.
Monitor training and certification readiness before assigning employees to new or expanded responsibilities.
Identify operational dependencies early and coordinate with the appropriate teams for resolution.
Maintain business continuity without compromising quality or process compliance.

a Bit About You

Must-Haves

At least 2–3 years of Team Leader or equivalent people-leadership experience in BPO, shared services, customer operations, sales operations, or back-office operations.
Demonstrated experience managing performance against SLA/TAT, productivity, quality, attendance, and staffing/coverage metrics.
Strong coaching and performance-management capability with experience developing both struggling and high-potential employees.
Comfortable analyzing operational data and translating it into clear root causes and actions.
Strong written and verbal communication skills, including communicating with clients and senior stakeholders.
Strong working knowledge of spreadsheets and operational reporting.
Comfortable managing multiple workflows, priorities, and deadlines simultaneously.
Comfortable working fully onsite in Ortigas on a night shift.
Dependable and disciplined, with strong attendance, punctuality, and follow-through.
Mature and accountable—you own both the result and the actions required to achieve it.
Proactive and decisive—you identify risks early and act rather than waiting for someone else to solve the problem.
Driven to grow and develop others, with the ambition to take on broader operational responsibility over time.

Good-to-Haves

Experience supporting sales operations, customer care, asset/inventory operations, marketplace operations, order management, or other transaction-heavy back-office environments.
Experience working with Salesforce or another CRM/workflow platform.
Experience managing multiple LOBs or processes simultaneously.
Exposure to workforce planning, quality management, training, process improvement, and root-cause analysis.
Experience supporting client-facing business reviews and operational governance.
Demonstrated success improving a KPI, stabilizing a team, developing future leaders, or implementing a process improvement.

What Success Looks Like

A successful Team Leader does more than manage the shift.

You Will Be Expected To

Keep attendance, staffing, SLA/TAT, productivity, and quality visible and controlled.
Know why your team is performing the way it is, not simply report the numbers.
Come to business reviews on time, prepared, and ready to explain performance, root causes, actions, and expected recovery.
Build a team that can operate consistently without excessive dependency on individual employees or client intervention.
Reduce recurring errors and escalations by addressing the underlying cause.
Develop stronger agents and create a pipeline of future SMEs and leaders.
Follow through on commitments and close actions within agreed timelines.
Build credibility with the clients through consistent execution, transparency, and proactive communication.

Our Leadership Approach Is Simple

Understand the business → Validate the data → Identify the problem → Determine the root cause → Build the action → Execute → Measure the result → Sustain the improvement.

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