Position Team Leader/Team Leader Apprentice

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

At Acquire Intelligence, our mission is to help businesses 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.

Advance Your Career — Join us today and be part of a team where your work makes an impact

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun

• HMO coverage for you and your family
• Yearly Kick-Off Parties with major giveaways (like the car in 2023)
• Get recognized through our 'Value Awards'
• Grow your career – yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900 promotions given each year
• 2,700+ leadership training courses

A SNAPSHOT OF YOUR ROLE

As a Team Leader / Team Leader Apprentice, you'll provide hands-on supervision, direction, and support to your team to ensure performance targets and service standards are consistently met. You'll play a vital role in driving performance, managing escalations, and enabling team growth. Reporting to the Dedicated Operations Manager, your leadership will directly contribute to team success and customer satisfaction.

YOUR DAILY RESPONSIBILITIES

• Provide hands-on supervision, direction, and support to the team to ensure performance targets and service standards are met
• Oversee the submission and follow-up of CSM approval requests to ensure timely resolution
• Set clear performance objectives and KPIs for team members, aligned with organizational goals
• Monitor and evaluate individual and team performance through regular reviews and quality assessments
• 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
• Support team members in managing difficult customer interactions and escalated concerns
• Ensure compliance with quality assurance standards through regular call monitoring and feedback sessions
• Prepare and analyze performance reports to identify trends, gaps, and areas for improvement
• Drive process improvements by identifying inefficiencies and implementing strategies to optimize team productivity and customer satisfaction

A BIT ABOUT YOU

• Strong verbal and written communication skills with an emphasis on clarity
• Proficient in Microsoft Office (Outlook, Word, Excel); quick to learn new tools
• Background in media, advertising, or related fields is highly desirable
• 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
• Strong relationship-building and problem-solving capabilities

WHAT WE VALUE

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

Join the A-Team and experience the A-Life