Team Leader

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! 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
• Yearly Kick-Off Parties with major giveaways (like the car in 2023)
• Get recognized through our ‘Value Awards’
• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900 promotions given each year
• 2,700+ leadership training courses

A Glimpse into Your New Role As a Team Leader, you will be responsible for coaching and leading a team to meet performance metrics, maintain high-quality standards, and deliver excellent service. Your role includes monitoring agent performance, conducting regular evaluations, and ensuring continuous improvement through structured coaching and mentoring. You will also manage workflow and process optimization to enhance efficiency and productivity Your key responsibilities will include:

• Team Leadership & Performance Management
  • Lead, guide, and support a team of agents and SMEs.
  • Set clear performance expectations and monitor KPIs to meet service level agreements (SLAs).
  • Conduct team meetings, provide regular feedback, and ensure open communication.
  • Develop action plans to address performance gaps and drive continuous improvement.
• Operations & Process Management
  • Ensure smooth daily operations, including workflow management and resource allocation.
  • Implement process improvements to enhance operational efficiency.
  • Maintain accurate performance records and prepare reports for stakeholders.
  • Ensure compliance with company policies and industry regulations.
• Coaching & Employee Development
  • Provide ongoing coaching and mentoring to improve team performance.
  • Identify learning needs and coordinate with training teams to enhance skills.
  • Conduct regular evaluations to track progress and drive performance.
  • Foster a positive and engaging work culture that promotes employee retention.
• Customer Service & Quality Assurance
  • Handle escalated customer inquiries and ensure timely resolution.
  • Maintain service quality and accuracy to ensure customer satisfaction.
  • Work closely with stakeholders to identify service improvement opportunities.
• Compliance & Reporting
  • Ensure all documentation, reporting, and procedural compliance are met.
  • Adhere to company security policies regarding data privacy and employee information.
  • Monitor and manage team attendance, shift schedules, and resource planning.

What You’ll Bring

• Minimum of 3 years’ experience in a Telecommunications service delivery environment, with at least 1 year in a supervisory or team leader role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office, Google applications, and internal tools.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced environment and manage multiple priorities.
• High attention to detail, motivation, and focus.

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!