Team Leader – Guide a Multi-Function BPO Team

Acquire Intelligence; Pasig; On-site; PHP 1,004,000 - 1,451,000; Full time

Benefits offered by this job

HMO coverage for you and family

Annual kick-off parties with giveaways

Value Awards and internal promotions

14th Month Pay after 5 years

Job summary

Acquire Intelligence is hiring a Team Leader to guide five glazing support functions within a global outsourcing context. You will coach a multi-skilled team, manage day-to-day performance, and address escalated issues for a key Australian client in the glass repair sector.

The role requires strong SLA/KPI interpretation, stakeholder communication, and proficiency with SimPRO and client portals. Expect day shifts aligned to Australian business hours and a path toward internal growth.

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.
• Confident using SimPRO, client portals, and other business systems.
• Highly organised, able to manage competing priorities across five distinct functions.

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. Performance & Continuous Improvement
• 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

KPI management

Data interpretation

Problem solving

Client service

SimPRO

Offshore team leadership

Tools

SimPRO

Client portals

Job description

Acquire Intelligence is hiring a Team Leader to guide five glazing support functions within a global outsourcing context. You will coach a multi-skilled team, manage day-to-day performance, and address escalated issues for a key Australian client in the glass repair sector.

The role requires strong SLA/KPI interpretation, stakeholder communication, and proficiency with SimPRO and client portals. Expect day shifts aligned to Australian business hours and a path toward internal growth.