Team Leader

Acquire.AI; Pasig; On-site; PHP 420,000 - 700,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Epic Yearly Kick-Off Parties with big‑

Value Awards and recognition programs

Internal promotions and career growth

14th Month Pay after 5 years ofService

Employee Referral Program — earn up to

Job summary

Acquire Intelligence, a global outsourcer, is seeking a Team Leader – Auction Operations in Pasig (Ortigas) to lead an on-site night-shift team. You will own daily performance, staffing, and risk management while coaching and developing agents for high-quality delivery.

Engage with clients and stakeholders to ensure smooth operations and timely recovery plans. You will drive attendance, productivity, and quality metrics, build strong KPI visibility, and coordinate cross-functional actions to

Qualifications

• 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.
• 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.

Responsibilities

• 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.
• Lead, coach, and develop agents through regular performance discussions, observations, and structured coaching.
• Represent Acquire professionally in interactions with clients and stakeholders.

Skills

Team leadership

Performance management

Data analysis

Coaching

Communication

Attendance & scheduling

Tools

Salesforce

Job description

Team Leader### Team LeaderApply: Pasig City: Full time: Posted Today: R13069We’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.** **WHY JOIN THE A-TEAM?** Come for a career, stay for the fun! **Here’s what’s waiting for you:** * HMO coverage for you and your family* Epic Yearly Kick-Off Parties with major giveaways* Recognition through our Value Awards — we celebrate your wins* Real career growth with opportunities for internal promotions* Meaningful work with talented and supportive teams**Your future matters:** * 900+ internal promotions every year* Access to 2,700+ leadership training courses**Extra rewards along the way:** * 14th Month Pay after 5 years of continuous service* Employee Referral Program — earn up to ₱42,000 per successful hire**Enjoy work-life balance:** * Paid Time-Off Credits annually, with leave credits convertible to cash* Paid Birthday Leave — celebrate your day your way **WHAT WE VALUE** We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: * **Curious and Clever:** Smart questions spark smart solutions* **Entrepreneurial Energy:** Think like an owner. Solve like a founder* **Fast with Intent:** We move fast and deliver real results* **Laugh and Learn:** We don’t take ourselves too seriously, just our results**What are you waiting for? Come for a career, stay for the fun!** Join the A-Team and experience the A-Life! 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.