Team Lead

Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun!

• Private paid health insurance: ARS Humano Royal

• Performance incentive

• Employee referral bonus

• Door-to-door night transportation

• Get recognized through our ‘Value Awards’

• Grow your career - yes, we love to promote internally

• Do meaningful work and collaborate with the best

A Glimpse into Your New Role

This position is primarily responsible for coaching agents to ensure compliance on metric standards, monitor continuous improvement of agents by interpreting performance data on a regular basis and ensuring consistent delivery based on the implementations of action plans. Your day could see you:

• Communicates program and company information
• Removes barriers affecting ability of team to collaborate
• Provides feedback on corrective actions implemented based on employee suggestions
• Participates in corporate employee program initiatives
• Aids in designing rewards and recognition activities
• Promotes 2-way information flow
• Conducts regular evaluation as well as coaching sessions improve individual and team performance.
• Aids to execute competency appraisal system of the campaign and the company
• Actions issues identified from the performance reports
• Assists in selection of agents to be promoted to future leadership posts
• Ensures team’s systems, tools and equipment in working order
• Responsible in tracking, updating, and maintaining accurate performance reports and scorecards of agents and teams.
• Ensures program has adequately trained staff, Enforces Schedule Compliance, and staffing
• Actions issues identified from performance reports, Observes coaching sessions between agents and leaders
• Complying and enforcing standard program and company policies and procedures.
• In charge of providing accurate information from operations – attendance, FTE requirements, team output, etc.
• Managing program funds, budget and incentives with the guidance of the account manager
• Ensures accuracy of submitted attendance record and schedules of the program  
• Answers calls in order to understand all issues and be able to assist agents on all calls and/or chats
• Responsible for specific processes and approvals to be conducted during calls that specific to the TL role

A BIT ABOUT YOU

• Bilingual Communication Skills.

• Flexible Schedule Availability

• Minimum one-year supervisory experience within a contact center environment, or the ability to demonstrate the skills required for the effective recruitment, selection and supervision of a team

• Computer literate with proficiency in MS Excel, MS Word and MS PowerPoint

• Excellent communications skills

• Results oriented; thrives on accuracy and high attention to detail

• Efficient and organized – able to produce significant output and completes assigned work in a timely manner

• Able to adjust quickly to changing priorities and conditions in the work environment

• Clear and logical thinking

WHAT SUCCESS LOOKS LIKE

•    High customer satisfaction.

•    Achievement of pre-defined KPIs and SLAs and Excellent feedback from customers.

With a diverse global team working together, we proudly embrace and live by these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.

• Impact: Do, get it done, create impact.

• Passion: Be positive, bring passion and energy.

• Transparency: A transparent team can help each other.

What are you waiting for?

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

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