Team Leader

Team Leader page is loaded## Team Leaderlocations: Pasig Citytime type: Full timeposted on: Posted 30+ Days Agojob requisition id: R9367We’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 worldAcquire 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.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 teamIn 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 ExecutingWith 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.Join the A-Team and experience the A-LifeJoin the A-Team and experience the A-Lifelocations: Pasig Citytime type: Full timeposted on: Posted 12 Days AgoAcquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to Please refer to our Privacy Policy at#J-18808-Ljbffr