You are a Team Leader, a champion in your field. As part of the A-team, your role plays an important part in our success. Your tasks for the day include, but are not limited to, the following:

• Organizes various team building activities


• Gauges agent’s understanding on program updates


• Implements rewards and recognition programs


• Ensures open lines of communication for 2-way information flow between leaders and agents


• Hosts development planning and goal-setting discussions with agents – Campaign Scorecards and KPI’s


• Implements PIP for agents exhibiting performance challenges


• Performs teaching-sessions to improve agent technical skills


• Provides recommendations for agent promotion


• Handles escalated calls to ensure customer satisfaction and issue resolution


• Researches answers to difficult questions posted by agents


• Analyzes performance data and establishes action plans to improve performance


• Validates QA evaluations


• Validates Agent Scorecard data


• Conducts individual goal-setting sessions with agents


• Reviews and analyzes trending information to develop action plans


• Conducts weekly / bi-weekly performance reviews and agent development planning discussion


• In charge of providing accurate information from operations – attendance, FTE requirements, team output, etc


• Tracking and Acknowledgement funds, budget and incentives rolled out to the teams


• Ensures accuracy of submitted attendance record and schedules of the team

In a nutshell, you have won the day when you make customers happy with your best and excellent service.

Consistent to our goal as an organization, at Acquire BPO, we are looking for individuals who are passionate in winning; those who enjoy achieving goals with the determination to go beyond hurdles.

As a Team Leader, you can perform well if you have:

• Have experience in the field of customer service


• Professional experience as a Team Leader in a call center environment


• Demonstrate strong written and verbal communication skills in English


• Be proficient and experienced in Windows workstation and server environments


• Strong Leadership skills


• Good Problem-solving/decision making skills


• Prior experience in the telco industry is a plus


• Prior consultant experience in assisting customers with account/subscription inquiries/concerns


• Experience in driving customer satisfaction and first call resolution


• Business Ethics / Modelling Company Core Values


• Building and Sustaining a Highly Motivated Team


• Planning, Organizing and Executing

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common 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 with other.

As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.

Employer questions

Your application will include the following questions:

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  How many years of people management experience do you have?