Operations Team Lead

Job title: Team Leader

Shift: 24 / 7 (Shifting schedule)

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.

You are a Team Leader, a champion in your field. As part of the A-team, your role plays an important part in our success. Your tasks for the day include, but are not limited to, the following:

Distribute PEAMs at the start of each month and scorecards/PAFs at the end.

• Coordinate with internal departments to support campaign needs.
• Provide weekly agent performance updates through coaching sessions.
• Ensure accuracy of daily MyPay schedules, logs, and overtime requests before final approval.
• Review and verify leave requests for compliance with attendance policies.
• Keep campaign trackers updated (e.g., attendance, stats, priority files).
• Communicate process updates from Operations or Clients during one-on-ones or huddles.
• Send daily End-of-Day (EOD) reports.
• Review and address client escalations or concerns.
• Create monthly scorecards for agents.
• Participate in regular meetings with the Operations Team and Clients.
• Issue DPFs and CAFs for violations or performance issues (Sanction A–C).
• Share monthly incentive and score reports with the team.
• Provide adhoc, weekly-to-date (WTD), and end-of-month (EOM) reports.
• Analyze agent performance using daily, weekly, and monthly data.
• Prepare and distribute monthly team schedules.
• Ensure team compliance with all operational processes and forms.
• Take supervisor calls and maintain required phone time as needed.
• Conduct daily call listening sessions for agents.
• Submit weekly coaching logs (at least one per rep).
• Maintain full compliance with Acquire BPO's Code of Conduct.

A BIT ABOUT YOU

Consistent to our goal as an organization, at Acquire Intelligence, we are looking for individuals who are passionate in winning; those who enjoy achieving goals with the determination to go beyond hurdles. As a Team Leader you can perform well if you have:

• 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 VALUEWe'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.

We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions.

Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.