Operations Team Leader

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!

Team Leader Position Description

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!

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

• Do meaningful work and collaborate with the best

• Celebrate at our employee engagement events

• Bi-weekly pay

• Free employee only HMO Health Insurance

• Life Insurance, 401K plan and more

• Paid Time Off and Company Paid Holidays

A Glimpse Into Your New Role

As Team Leader you’ll be 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.  

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 to 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 

• 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 to understand all issues and be able to assist agents on all calls.  Will handle escalated calls with complaints, etc.  

• Responsible for specific processes and approvals to be conducted during calls that specific to the TL role 

What You'll Bring

• With at least one years’ experience in the BPO industry. 

• With at least a year experience in customer experience, call center in the healthcare industry.

• Keen in identifying opportunities and providing fact-based analysis and actionable recommendations. 

• Flexible in meeting and exceeding internal and external client deliverables under tight deadlines. 

• Proficient in Microsoft Office applications including Excel, Word, and PowerPoint, and other similar applications. 

• Can perform basic root-cause analysis and can utilize varied tools to generate relevant reports and provide sound data analysis. 

• Has effective written and spoken communication skills across various audiences. 

• Possess e