URGENT HIRING | PROJECT BASED TEAM LEAD - ORTIGAS (ONSITE)

Acquire Intelligence; Metro Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

Acquire Intelligence in the Philippines is seeking a results-driven Team Leader to guide a busy Customer Contact Officers team, ensuring exceptional service across channels and adherence to performance targets. You will coach, monitor metrics, handle escalations, and drive improvements while onboarding new members and reporting to management in a fast-paced contact centre environment.

This role requires strong communication, people management, and hands-on use of CRM and workforce systems to

Qualifications

• Experience leading a customer service team.
• Experience with contact centre operations.
• Strong communication and coaching skills.

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

Performance tracking

Communication

Tools

CRM systems

Workforce management

Reporting

Job description

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.