Team Leader

Acquire Intelligence; Pasig; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Vacation leaves

Sick leaves

Birthday leave

HMO coverage

Yearly kickoff party

Value Awards

Career growth

Leadership training

14th Month pay

Referral incentives

Job summary

Acquire Intelligence in Pasig, Philippines is seeking a Team Leader to guide a five-function glazing support team, ensuring day-to-day performance, quality, and escalation handling. You will be the primary contact for complex issues and will represent the team in performance conversations with both Acquire and client stakeholders.

Coverage is a day shift from 8:00am to 5:00pm AEST, with automatic daylight saving adjustments.

Qualifications

• Proven experience leading a team in a BPO, contact centre, or similar service delivery environment.
• Confident, clear communicator, coaching, escalating, and handling calls as required.
• Strong understanding of SLA and KPI management, with the ability to interpret performance data.
• Sound problem solving and decision making under pressure, particularly on escalated issues.
• Commercially aware, with an understanding of client requirements and service delivery costs.

Responsibilities

• Lead, coach, and develop team members across all five functions, supporting onboarding and ongoing skill growth.
• Monitor day to day performance and quality, stepping in early where standards are slipping.
• Act as the first point of escalation for complex customer, subcontractor, or account issues across the team.
• Liaise directly with Acquire and client stakeholders on delivery, performance, and emerging risks.
• Track SLAs and KPIs across all five functions, reporting on trends and flagging risks early.
• Identify and drive process improvements that lift consistency and quality across the team.

Skills

Team leadership

Coaching

SLA/KPI management

Communication

Escalation handling

Data interpretation

Organisational skills

SimPRO

Tools

SimPRO

Client portals

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!

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.

Team Leader

Reporting to: Operations Manager

A strong team leader is the reason five very different jobs feel like one well run operation. One person might be deep in a subcontractor reschedule, another chasing a supplier lead time, another on a call with a customer, and it is the team leader who keeps quality high, coaching flowing, and everyone pointed at the same targets. If you enjoy switching context, backing your team, and being the calm, steady hand when something needs to be escalated, this role is built for you.

You will be working on behalf of a long standing Australian client in the glass repair and replacement industry, leading a multi skilled team across Regional Subcontract Planning, Premium Account Group Administration, eWork/Glazing Solutions, Customer Service Administration, and Incomplete Planning. At Acquire Intelligence, we invest in our people and build careers, not just fill roles. Your leadership will directly shape the consistency and quality of service across all five functions.

Role Snapshot

The Team Leader leads and coaches a team spanning five glazing support functions, owning day to day performance, quality, and escalations across the group. The role is the first point of contact for complex issues raised by the team or the client, and represents the team in performance conversations with Acquire and client stakeholders. Coverage is a confirmed day shift of 8:00am 5:00pm AEST (Sydney/Melbourne time, adjusting automatically with Australian daylight saving).

Key Responsibilities

• Lead, coach, and develop team members across all five functions, supporting onboarding and ongoing skill growth.
• Monitor day to day performance and quality, stepping in early where standards are slipping. Escalation & Stakeholder Management
• Act as the first point of escalation for complex customer, subcontractor, or account issues across the team.
• Liaise directly with Acquire and client stakeholders on delivery, performance, and emerging risks.
• Track SLAs and KPIs across all five functions, reporting on trends and flagging risks early.
• Identify and drive process improvements that lift consistency and quality across the team.

Qualifications & Experience Essential

• Proven experience leading a team in a BPO, contact centre, or similar service delivery environment.
• Confident, clear communicator, comfortable coaching, escalating, and handling calls as required.
• Strong understanding of SLA and KPI management, with the ability to interpret performance data.
• Sound problem solving and decision making under pressure, particularly on escalated issues.
• Commercially aware, with an understanding of client requirements and service delivery costs.
• Confident using SimPRO, client portals, and other business systems.
• Highly organised, able to manage competing priorities across five distinct functions.

Desirable

• Experience leading a multi skilled or cross functional team.
• Experience with O'Brien or a similar client, or general exposure to the glazing, insurance, or building repair industry.
• Experience leading an offshore or remote team

What We Value

• Collaboration: We succeed together; accountability and respect matter.
• Impact: We focus on outcomes and getting things done.
• Passion: We bring energy, ownership, and positivity to our work.
• Transparency: Open, honest communication builds trust and performance.

Benefits

• 12 Vacation Leaves*
• 12 Sick Leaves*
• 1 Birthday Leave*
• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with internal promotions
• Meaningful work with talented and supportive teams
• 900 internal promotions every year
• 2,700+ leadership training courses
• 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*