Team leader

Acquire.AI; Pasig, Hinoba-an; On-site; PHP 446,000 - 725,000; Full time

Job summary

Acquire.AI in Ortigas, Philippines is seeking a Team Leader to guide a team of Customer Contact Officers supporting a UK ticketing and events provider. You will drive performance and coach agents to deliver a seamless customer experience across channels.

You will monitor metrics, run coaching sessions, support onboarding, maintain reporting, and ensure policy compliance. We value strong leadership, clear communication, and problem-solving, with hands-on experience using CRM and workforce

Qualifications

• Proven experience leading or supervising a customer service team.
• Strong coaching and people management skills.
• Confident using workforce management, reporting, and CRM systems.
• Excellent communication skills with the ability to influence and motivate others.
• Adaptable and comfortable managing competing priorities in a fast-paced environment.
• Strong problem-solving skills with sound judgement under pressure.
• High attention to detail balanced with a sense of urgency.

Responsibilities

• Lead, coach, and motivate a team of Customer Contact Officers to meet performance and service targets
• Monitor team metrics (quality, productivity, attendance) and address performance gaps
• Handle escalated customer issues and complex enquiries beyond agent level
• Conduct coaching sessions, huddles, and performance reviews
• Support onboarding and training of new team members
• Maintain accurate reporting and communicate performance updates to management
• Ensure team adherence to company policies, service standards, and compliance requirements
• Identify process improvements and support their implementation within the team
• Ensure compliance with quality assurance standards through regular call monitoring and feedback sessions
• Drive process improvements by identifying inefficiencies and implementing strategies to optimise team productivity and customer satisfaction

Skills

Team leadership

Coaching

People management

Communication

Problem-solving

Attention to detail

Adaptability

English proficiency

Tools

CRM systems

Workforce management software

Reporting tools

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! A SNAPSHOT OF YOUR ROLE

Location: Ortigas, Beta Shift: Mid-shift, weekdays off Type: Fixed Term

As a Team Leader, you'll lead a team of Customer Contact Officers supporting a leading UK ticketing and events provider. You'll be responsible for driving team performance, coaching agents, and ensuring customers receive a seamless and enjoyable experience across all contact channels.

YOUR DAILY RESPONSIBILITIES

• Lead, coach, and motivate a team of Customer Contact Officers to meet performance and service targets
• Monitor team metrics (quality, productivity, attendance) and address performance gaps
• Handle escalated customer issues and complex enquiries beyond agent level
• Conduct coaching sessions, huddles, and performance reviews
• Support onboarding and training of new team members
• Maintain accurate reporting and communicate performance updates to management
• Ensure team adherence to company policies, service standards, and compliance requirements
• Identify process improvements and support their implementation within the team
• Ensure compliance with quality assurance standards through regular call monitoring and feedback sessions
• Drive process improvements by identifying inefficiencies and implementing strategies to optimise team productivity and customer satisfaction

A BIT ABOUT YOU

• Proven experience leading or supervising a customer service team, ideally in a contact centre environment
• Strong coaching and people management skills
• Confident using workforce management, reporting, and CRM systems
• Excellent communication skills with the ability to influence and motivate others
• Adaptable and comfortable managing competing priorities in a fast-paced environment
• Strong problem-solving skills with sound judgement under pressure
• High attention to detail balanced with a sense of urgency

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! Acquire 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.

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