Team Leader

Team Leader### Team LeaderApply: Pasig City: Full time: Posted Today: R13069We’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 worldTeam Leader – Auction Operations Ortigas, Pasig City | Night Shift | Onsite | Full Time Lead a high-performing operations team supporting Auction Program, sales support, customer care, sales enablement, strategic account coordination, and asset-related workflows. You’ll own day-to-day performance, develop people, protect service delivery, and make sure risks are identified and acted on before they become client issues. ABOUT ACQUIRE INTELLIGENCE At Acquire Intelligence, our mission is to help business 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. A SNAPSHOT OF YOUR ROLE This is a hands-on operational leadership role where success is measured not only by what the team delivers, but by how effectively you anticipate issues, develop your people, and keep the operation stable. You’ll lead daily execution across your assigned . workstream, with accountability for attendance, staffing and coverage, productivity, SLA/TAT, quality, coaching, escalations, and overall team readiness. We’re looking for a leader who does not wait for a problem to become an escalation. You should be comfortable using data to understand what is happening, identifying the root cause, building an action plan, and following through until the result is delivered and sustained. WHAT YOU’LL DO Operational Performance & Delivery
* Own daily performance, workflows, including productivity, SLA/TAT, quality, attendance, and other contractual or operational KPIs.
* Review performance throughout the shift and take immediate action when results are trending below target.
* Ensure workload is appropriately prioritized and resources are aligned to business demand.
* Maintain visibility of queues, backlogs, aging, staffing, and operational risks.
* Validate performance data before communicating results internally or to the client.
* Develop clear recovery plans when targets are missed and track actions through completion.
* Ensure commitments, action items, and deliverables are completed accurately and on time.People Leadership & Development
* Lead, coach, and develop agents through regular performance discussions, observations, and structured coaching.
* Set clear expectations around attendance, punctuality, accountability, quality, productivity, and professional behavior.
* Identify individual performance gaps and create measurable improvement plans.
* Recognize high performers and actively develop employees with potential for SME, QA, training, or leadership opportunities.
* Conduct effective return-to-work discussions and proactively address recurring attendance or reliability concerns.
* Build a team culture where people take ownership, support one another, and understand the impact of their work on the client. Client & Stakeholder Management
* Represent Acquire professionally in interactions with clients and stakeholders.
* Maintain proactive communication around performance, staffing, risks, dependencies, and required support.
* Ensure client questions and requests are acknowledged, owned, and followed through to resolution.
* Escalate risks early rather than waiting for service delivery to be impacted.
* Participate in business reviews, operational meetings, and client discussions and come prepared with accurate data, insights, actions, and updates.
* Ensure verbal process clarifications and important decisions are appropriately documented.Quality, Process & Continuous Improvement
* Partner with Quality, Training, Workforce Management, and Operations leadership to identify and close performance and process gaps.
* Review errors, escalations, and recurring issues to determine root causes and corrective actions.
* Ensure agents follow documented SOPs, client requirements, and established quality controls.
* Identify opportunities to simplify workflows, reduce rework, improve turnaround time, and strengthen quality.
* Help maintain accurate SOPs, playbooks, knowledge articles, and process documentation.
* Ensure lessons learned from errors or escalations are translated into sustainable team improvements.Coverage, Readiness & Risk Management
* Maintain appropriate daily staffing and coverage across assigned workflows.
* Proactively plan for PTO, absences, volume changes, and other coverage risks.
* Develop cross-training and flex-coverage capability to reduce depen