Team Leader

Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun!

• HMO coverage for you and your family

• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 2,700+ leadership training courses

A Glimpse into Your New Role

• Organizes various team building activities
• Gauges agent’s understanding on program updates
• Implements rewards and recognition programs
• Ensures open lines of communication for 2-way information flow between leaders and agents
• Hosts development planning and goal-setting discussions with agents – Campaign Scorecards and KPI’s
• Implements PIP for agents exhibiting performance challenges
• Performs teaching-sessions to improve agent technical skills
• Provides recommendations for agent promotion
• Handles escalated calls to ensure customer satisfaction and issue resolution
• Researches answers to difficult questions posted by agents
• Analyzes performance data and establishes action plans to improve performance
• Validates QA evaluations
• Validates Agent Scorecard data
• Conducts individual goal-setting sessions with agents
• Reviews and analyzes trending information to develop action plans
• Conducts weekly / bi-weekly performance reviews and agent development planning discussion
• In charge of providing accurate information from operations – attendance, FTE requirements, team output, etc
• Tracking and Acknowledgement funds, budget and incentives rolled out to the teams
• Ensures accuracy of submitted attendance record and schedules of the team

In a nutshell, you have won the day when you make customers happy with your best and excellent service.

What You’ll Bring

• Have experience in the field of customer service
• Professional experience as a Team Leader in a call center environment
• Demonstrate strong written and verbal communication skills in English
• Be proficient and experienced in Windows workstation and server environments
• Strong Leadership skills
• Good Problem-solving/decision making skills
• Prior experience in the telco industry is a plus
• Prior consultant experience in assisting customers with account/subscription inquiries/concerns
• Experience in driving customer satisfaction and first call resolution
• Business Ethics / Modelling Company Core Values
• Building and Sustaining a Highly Motivated Team
• Planning, Organizing and Executing

With a diverse global team working together, we proudly embrace and live by these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each other.

What are you waiting for?

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!