Team Leader

Acquire.AI; Pasig; On-site; PHP 446,400 - 781,200; Full time

Job summary

Acquire Intelligence in Pasig City is seeking a Team Leader to guide and motivate a customer service team, delivering exceptional service and achieving performance targets. The role involves direct supervision, coaching, and ensuring employee development.

You will monitor metrics, conduct coaching sessions, handle escalations, collaborate with training, and prepare management reports. The ideal candidate has 2-3 years in leadership within BPO, strong communication, and ability to work weekends

Qualifications

• Minimum 2–3 years in team leadership or supervisory role in BPO/customer service.
• Demonstrated ability to motivate and develop a high-performing team.
• Excellent communication, interpersonal, and coaching skills.
• Strong problem-solving and decision-making abilities.

Responsibilities

• Lead, coach, mentor, and develop a team of customer service representatives to meet performance goals.
• Monitor team performance against service levels, quality, productivity, and customer satisfaction; implement improvements.
• Conduct regular one-on-one coaching sessions and performance reviews; provide constructive feedback.
• Handle escalated inquiries and resolve complex issues efficiently.
• Ensure adherence to policies, procedures, and service standards.
• Identify training needs and coordinate with training to develop skills.

Skills

Team leadership

Coaching

CRM software

Performance analysis

Communication

Problem solving

Job description

## Team LeaderApplylocations: Pasig Citytime type: Full timeposted on: Posted Todaytime left to apply: End Date: September 28, 2026 (30+ days left to apply)job requisition id: R12674We’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!Job Summary The Team Leader is responsible for guiding and motivating a team of customer service professionals to achieve performance targets and deliver exceptional service experiences. This role involves direct supervision, coaching, and support to ensure team success and employee development. Job Responsibilities \* Lead, coach, mentor, and develop a team of customer service representatives to meet and exceed individual and team performance goals. \* Monitor team performance against key metrics (e.g., service levels, quality, productivity, customer satisfaction) and implement strategies for improvement. \* Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback. \* Handle escalated customer inquiries and resolve complex issues efficiently and effectively. \* Ensure team adherence to company policies, procedures, and service standards. \* Identify training needs and collaborate with the training department to facilitate skill development. \* Motivate and engage team members through positive reinforcement, recognition, and team-building activities. \* Assist in the recruitment, onboarding, and training of new team members. \* Prepare and present performance reports to management, highlighting key achievements and areas for improvement. \* Foster a positive and collaborative team environment that promotes continuous learning and high morale. Job Qualifications \* Minimum of 2-3 years of experience in a team leadership or supervisory role, preferably within a BPO or customer service environment. \* Demonstrated ability to motivate and develop a high-performing team. \* Excellent communication, interpersonal, and coaching skills. \* Strong problem-solving and decision-making abilities. \* Proficiency in using customer relationship management (CRM) software and other relevant contact center technologies. \* Ability to analyze performance data and translate insights into actionable strategies. \* Sound understanding of customer service best practices and quality assurance methodologies. \* High level of emotional intelligence and the ability to handle challenging situations with professionalism and empathy. \* Flexibility to work various shifts, including weekends and holidays, as required by business needs. \* Proven ability to work effectively under pressure and meet deadlines.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.