Team Leader
Acquire BPO · Pasig City
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 – 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 dependency on individual resources.
- Monitor training and certification readiness before assigning employees to new or expanded responsibilities.
- Identify operational dependencies early and coordinate with the appropriate teams for resolution.
- Maintain business continuity without compromising quality or process compliance.
A BIT ABOUT YOU
Must-Haves
- At least 2–3 years of Team Leader or equivalent people-leadership experience in BPO, shared services, customer operations, sales operations, or back-office operations.
- Demonstrated experience managing performance against SLA/TAT, productivity, quality, attendance, and staffing/coverage metrics.
- Strong coaching and performance-management capability with experience developing both struggling and high-potential employees.
- Comfortable analyzing operational data and translating it into clear root causes and actions.
- Strong written and verbal communication skills, including communicating with clients and senior stakeholders.
- Strong working knowledge of spreadsheets and operational reporting.
- Comfortable managing multiple workflows, priorities, and deadlines simultaneously.
- Comfortable working fully onsite in Ortigas on a night shift.
- Dependable and disciplined, with strong attendance, punctuality, and follow-through.
- Mature and accountable—you own both the result and the actions required to achieve it.
- Proactive and decisive—you identify risks early and act rather than waiting for someone else to solve the problem.
- Driven to grow and develop others, with the ambition to take on broader operational responsibility over time.
Good-to-Haves
- Experience supporting sales operations, customer care, asset/inventory operations, marketplace operations, order management, or other transaction-heavy back-office environments.
- Experience working with Salesforce or another CRM/workflow platform.
- Experience managing multiple LOBs or processes simultaneously.
- Exposure to workforce planning, quality management, training, process improvement, and root-cause analysis.
- Experience supporting client-facing business reviews and operational governance.
- Demonstrated success improving a KPI, stabilizing a team, developing future leaders, or implementing a process improvement.
WHAT SUCCESS LOOKS LIKE
A successful Team Leader does more than manage the shift.
You will be expected to:
- Keep attendance, staffing, SLA/TAT, productivity, and quality visible and controlled.
- Know why your team is performing the way it is, not simply report the numbers.
- Come to business reviews on time, prepared, and ready to explain performance, root causes, actions, and expected recovery.
- Build a team that can operate consistently without excessive dependency on individual employees or client intervention.
- Reduce recurring errors and escalations by addressing the underlying cause.
- Develop stronger agents and create a pipeline of future SMEs and leaders.
- Follow through on commitments and close actions within agreed timelines.
- Build credibility with the clients through consistent execution, transparency, and proactive communication.
Our leadership approach is simple:
Understand the business → Validate the data → Identify the problem → Determine the root cause → Build the action → Execute → Measure the result → Sustain the improvement.
WHY JOIN THE A-TEAM?
Come for a career, stay for the fun!
Here’s what’s waiting for you:
- HMO coverage for you and your family
- Epic Yearly Kick-Off Parties with major giveaways
- Recognition through our Value Awards — we celebrate your wins
- Real career growth with opportunities for internal promotions
- Meaningful work with talented and supportive teams
Your future matters:
- 900+ internal promotions every year
- Access to 2,700+ leadership training courses
Extra rewards along the way:
- 14th Month Pay after 5 years of continuous service
- Employee Referral Program — earn up to ₱42,000 per successful hire
Enjoy work-life balance:
- Paid Time-Off Credits annually, with leave credits convertible to cash
- Paid Birthday Leave — celebrate your day your way
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? Come for a career, stay for the fun!
Join the A-Team and experience the A-Life!
Join the A-Team and experience the A-Life!