Experienced Operations Leader Wanted

2 days ago

Pasig, National Capital Region, Philippines beBeeLeader Full time ₱800,000 - ₱1,200,000

At Acquire Intelligence, we're always on the lookout for talented leaders to help us drive performance and growth in our dynamic contact center environment. We're seeking a Team Leader/Team Leader Apprentice who will play a vital role in guiding their team towards achieving exceptional results.

Job Description

As a key member of our operations team, you'll be responsible for providing hands-on supervision, direction, and support to your team to ensure performance targets and service standards are consistently met. You'll oversee the submission and follow-up of CSM approval requests, set clear performance objectives, and monitor individual and team performance through regular reviews and quality assessments.

You'll also deliver coaching, mentoring, and training to support skill development and continuous improvement, handle escalated calls, and provide guidance on complex or high-impact customer issues. Additionally, you'll ensure compliance with quality assurance standards through regular call monitoring and feedback sessions, and prepare and analyze performance reports to identify trends, gaps, and areas for improvement.

Key Responsibilities
  • Provide hands-on supervision, direction, and support to the team
  • Oversee the submission and follow-up of CSM approval requests
  • Set clear performance objectives and KPIs for team members
  • Monitor and evaluate individual and team performance
  • Deliver coaching, mentoring, and training to support skill development
  • Handle escalated calls and provide guidance on complex customer issues
  • Ensure compliance with quality assurance standards
  • Prepare and analyze performance reports
Requirements

To succeed in this role, you'll need to possess strong verbal and written communication skills, proficiency in Microsoft Office, and a background in media, advertising, or related fields is highly desirable. You should be detail-oriented with strong accuracy and organizational skills, skilled at managing time and priorities in a fast-paced environment, empathetic and professional with a customer-first mindset, and have strong relationship-building and problem-solving capabilities.

We value candidates who embody our core values: Curious and Clever, Entrepreneurial Energy, Fast with Intent, and Laugh and Learn. If you're passionate about making a real impact through innovation and collaboration, we'd love to hear from you

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