TEAM LEADER

Onsite | Ortigas | Night Shift

Lead day-to-day team performance by managing coaching, attendance, scorecards, schedules, reporting, and operational compliance. As a Team Leader, you will support agents, coordinate with Operations and support teams, and help ensure campaign requirements, client expectations, and performance standards are met.

COMPANY OVERVIEW

At Acquire Intelligence, our mission is to help business work smarter.
We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here’s what’s waiting for you:

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with opportunities for internal promotions
• Meaningful work with talented and supportive teams

Your future matters:

• 900+ internal promotions every year
• Access to 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay after 5 years of continuous service
• Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

• 24 Paid Time-Off Credits annually, with leave credits convertible to cash
• Paid Birthday Leave — celebrate your day your way

ROLE SNAPSHOT

As a Team Leader, you will manage agent performance, coaching, attendance, schedules, scorecards, reporting, escalations, and operational compliance. You will work closely with Operations Management, clients, and internal departments to support campaign performance and ensure team processes are executed accurately and on time.

WHAT YOU’LL DO

Team Performance and Coaching

• Serve PEAMs to all agents at the start of the month.
• Deliver weekly performance updates to agents through coaching and email.
• Discuss agents’ monthly scorecards and lodge updates via ScoreIT.
• Conduct daily agent call listening sessions.
• Document and send coaching logs, with a minimum of one coaching log per representative per week.
• Issue DPFs and CAFs to agents for behavior, PIP, performance, and applicable Code of Conduct violations.
• Support compliance with Acquire Intelligence’s Code of Conduct.

Attendance, Scheduling, and MyPay Accuracy

• Ensure daily MyPay schedules, logs, and overtime filings are correct and accurate before forwarding for final approval.
• Check leave filings for compliance with attendance policies before forwarding for final approval.
• Prepare and roll out monthly schedule staffing.
• Update campaign and Team Leader trackers, including priority management files, attendance, stats, and related records.
• Ensure all agents follow required operational forms and processes.

Scorecards, Reporting, and Performance Analysis

• Ensure end-of-month scorecards and PAFs are served to all agents.
• Validate monthly team incentive and score reports.
• Review ad hoc, WTD, and EOM reports for the client and Operations team.
• Analyze agent performance through daily, weekly, and monthly data and reporting reviews.
• Use performance data to identify coaching needs, risks, and improvement opportunities.

Operations and Client Coordination

• Coordinate with all departments within the company to meet campaign needs.
• Roll out process updates from Operations Management and the client during one-on-one coaching sessions or team huddles.
• Review client callouts and escalations.
• Attend to or escalate client inquiries and requests to the Operations Manager as needed.
• Join daily or weekly catch-ups with the Operations Management team and client.

Supervisor Support and Escalation Handling

• Handle phone time as required by clients and management, including supervisor calls.
• Support resolution of agent, client, and operational issues within scope.
• Escalate items to the Operations Manager when additional support or decision-making is required.

A BIT ABOUT YOU

• Experience leading agents or supporting team performance in a BPO or operations environment.
• Able to coach agents, review performance data, and document coaching actions clearly.
• Strong understanding of attendance, scheduling, overtime, leave filing, and operational compliance processes.
• Comfortable working with scorecards, reports, trackers, and performance documentation.
• Able to coordinate with Operations, clients, and support departments to meet campaign needs.
• Able to manage escalations, process updates, and client requests professionally.
• Strong attention to detail when reviewing schedules, logs, reports, and employee documentation.
• Committed to Code of Conduct compliance, accurate documentation, and consistent people management.

CORE VALUES

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

What are you waiting for? Come for a career, stay for the fun!

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