Team Leader

Join to apply for the Team Leader role at Acquire Intelligence 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 Position Details Job title: Team LeaderSite: BetaShift: 24 / 7 (Shifting schedule)Reporting to: Operations Manager Acquire Intelligence exists to help businesses unlock smarter ways of working. We believe that by combining the best of people, process, and automation, companies can grow faster and operate with greater confidence. Our purpose is to remove complexity, improve performance, and drive intelligent transformation for organizations around the world. As an Acquire Intelligence employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies. As a values‑led organization, we expect all our team members to exemplify our four values of Curious and Clever, Entrepreneurial Energy, Fast with Intent and Laugh and Learn. Role Ensure that start of month PEAMs are served to all agents. Coordinate with all departments within the company to meet campaign needs. Ensure that end of month scorecards and PAFs are served to all agents. Weekly updates on performance of the agents are delivered thru coaching. Ensure Daily MyPay schedules, logs and overtime filings are correct and accurate before forwarding for final approval. Ensure leave filing are checked if compliant on attendance policies before forwarding for final approval. Updating of Campaign/TL Tracker (Priority Management File, Attendance, Stats, etc.). Roll out any process update from the Ops Management and the Client during one‑on‑one coaching or team huddles. Send Daily EOD Report. Client Call outs / Escalations review. Attend to or escalate to Ops Manager any client inquiry/request. Creation of Agent’s Monthly Scorecard. Daily / Weekly Catch up with Operations Management Team and Client. Issuance of DPFs and CAFs for COC violations falling under Sanction A‑C. Issuance of DPF & CAF to Agents for Behavior & PIP/ Performance. Sending of monthly team incentive/Scores reports. Sending of Adhoc/WTD/EOM Reports to Client & Operations team. Analyze the agent’s performance through daily/weekly/monthly review of the data/reporting. Prepare and Roll Out Monthly Schedule Staffing. Ensure that all agents adhere to all operational forms and process. Phone time as required by clients and the management which include sup calls. Daily agent call listening sessions. Documentation and sending of coaching logs (1 per rep/week minimum). Compliance to Acquire BPO’s Code of Conduct. About You Minimum of 2 years of previous experience in a similar role. Strong understanding of staff relations and training demand. Excellent data analysis skills. Knowledge of industry sales techniques and processes. Ability to communicate with internal and external team members. Strong communication skills, both written and verbal. Good interpersonal skills with the ability to build strong relationships. Good listening skills, with high levels of attention to detail. Strong working knowledge of Microsoft office platforms. Ability to multi‑task and prioritize own workload. What Success Looks Like Uninterrupted business operations. Highly satisfied customers. Achievement of KPIs. Highly motivated and high‑performing workforce. What We Value 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. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries Outsourcing and Offshoring Consulting Referrals increase your chances of interviewing at Acquire Intelligence by 2x. Join the A-Team and experience the A-Life #J-18808-Ljbffr