Team Leader, Global BPO Operations

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

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.