Team LeaderAcquire Intelligence

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!DUTIES AND RESPONSIBILITIES
Lead the team of agents and SMEs, providing guidance, support, and direction.
Monitor team performance, set clear goals, and performance expectations.
Conduct regular team meetings to communicate updates, provide feedback, and address concerns.
Track, analyze, and drive key performance indicators (KPIs) to ensure team members meet service level agreements (SLAs) and performance targets.
Ensure team's systems, tools, and equipment are in working order.
Prepare and present performance reports to the leadership team and relevant stakeholders.
Ensure proper documentation of processes, procedures, and accurate reporting. Implement action plans to address performance issues and drive continuous improvement.
Provide ongoing coaching and mentoring to team members to enhance their skills and performance.
Identify learning needs and coordinate with the training department to deliver relevant programs.
Identify and implement process improvements to enhance operational efficiency and service quality.
Manage workflow and resource allocation to meet business demands.
Handle escalated customer inquiries and issues, ensuring timely and effective resolution.
Maintain a high level of customer satisfaction by ensuring quality and accuracy in processes.
Collaborate with relevant stakeholders to resolve complex customer issues and improve overall service delivery.
Maintain accurate records of team performance, attendance, and other relevant metrics.
Ensure adherence to company policies, procedures, and regulatory requirements.
Foster a positive and motivating work environment to promote employee engagement and retention.
Remove barriers affecting the ability of the team to collaborate.
Assist in the selection of agents to be promoted to future leadership and support roles.
Undertake other reasonable duties and projects as defined by your line manager.
Join the A-Team and experience the A-Life!
Acquire Intelligence

Quezon City, Metro Manila
Permanent
Full-time