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 – IAA Operations Ortigas, Pasig City | Night Shift | Onsite | Full Time Lead a high-performing operations team supporting auction operations, vehicle release coordination, customer care, stock management. You'll own day-to-day performance, develop people, protect service delivery, and ensure operational risks are identified and addressed 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 supporting a fast-paced, high-volume auction operations environment. You'll lead daily execution across assigned workflows, with accountability for attendance, staffing, productivity, stock releases, service levels, quality, coaching, escalations, and overall team readiness. Success is measured not only by the results your team delivers, but also by your ability to anticipate challenges, identify performance gaps, implement corrective actions, and sustain improvements. We're looking for a leader who takes ownership, validates information before making decisions, and understands that effective leadership goes beyond reporting numbers. WHAT YOU'LL DO Operational Performance & Delivery Own daily team performance against productivity, release targets, service levels, quality, attendance, and other operational KPIs. Monitor stock assignments, Wait Release (WR), Beginning of Day (BOD) inventory, callbacks, aging stocks, and release completion throughout the shift. Ensure stocks are appropriately prioritized to meet release timelines and minimize avoidable delays. Monitor productivity metrics, including Releases per Hour (RPH), and identify agents requiring immediate intervention. Ensure first and second contact attempts, scheduled callbacks, and WR service-level requirements are consistently achieved. Review stock aging, release problems, and Advance Charges opportunities to identify controllable delays. Validate operational reports and performance data before communicating results to stakeholders. Develop measurable recovery plans for missed targets and monitor whether interventions are delivering results. Ensure operational commitments and action items are completed accurately and within agreed timelines. People Leadership & Development Lead, coach, and develop agents through structured performance reviews, observations, and timely feedback. Set clear expectations for attendance, punctuality, productivity, quality, accountability, and professional conduct. Identify individual performance gaps and develop targeted improvement plans with measurable outcomes. Monitor coaching effectiveness and determine whether agent performance improves following interventions. Conduct return-to-work discussions and proactively manage recurring attendance and reliability concerns. Recognize positive agent behaviors, successful stock handling, and performance achievements. Identify and develop high-potential employees for SME, Quality, Training, or leadership opportunities. Build a culture of ownership, teamwork, continuous improvement, and consistent execution. Client & Stakeholder Management Represent Acquire professionally during client interactions, business reviews, and operational discussions. Provide accurate and timely updates on performance, staffing, workload, risks, and corrective actions. Identify and escalate potential service delivery issues before they affect client commitments. Come prepared to business reviews with validated results, performance trends, root causes, actions, and measurable outcomes. Ensure client requests, operational clarifications, and commitments are properly documented and followed through. Work collaboratively with Operations leadership, Quality, Training, Workforce Management, and other support functions. Quality, Process & Continuous Improvement Ensure agents consistently follow documented procedures, client requirements, and established quality standards. Review recurring errors, incorrect release-problem selections, documentation gaps, and process deviations. Identify repeat performance issues and determine whether previous coaching and corrective actions were effective. Partner with Quality and Training to implement targeted interventions and prevent recurring errors. Reinforce accurate stock documentation, release-problem tagging, callback handling, and escalation procedures. Identify opportunities to reduce rework, improve stock release efficiency, and strengthen process compliance. Support process improvements, pilot initiatives, and operational enhancements. Ensure lessons learned are incorporated into daily execution and sustained through regular monitoring. Coverage, Readiness & Risk Management Maintain appropriate staffing and workload coverage throughout the shift. Proactively manage attendance gaps, unplanned absences, workload fluctuations, and operational risks. Coordinate with Workforce Management to optimize staffing allocation and productive hours. Ensure timely workload redistribution when backlogs or service-level risks are identified. Monitor agent readiness, training completion, and certification before assigning expanded responsibilities. Support cross-training and flexible staffing arrangements to maintain operational continuity. Escalate system issues, process dependencies, and service disruptions promptly. Maintain business continuity while protecting productivity, quality, and client commitments. A BIT ABOUT YOU Must-Haves At least 2–3 years of Team Leader or equivalent people-leadership experience in BPO, contact center, customer operations, or transaction-heavy back-office environments. Demonstrated experience managing productivity, SLA/TAT, quality, attendance, and staffing performance. Strong coaching and performance-management skills, including managing underperforming employees. Ability to analyze operational data, identify root causes, and translate findings into actionable improvement plans. Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment. Excellent written and verbal communication skills, including presenting operational results to clients and senior stakeholders. Proficiency in Microsoft Excel, operational reporting, and performance tracking. Strong judgment, attention to detail, and commitment to data accuracy. Comfortable working fully onsite in Ortigas on a night shift. Dependable and disciplined, with strong attendance, punctuality, and follow-through. Accountable for results and willing to take ownership of operational challenges. Proactive and decisive, with the ability to identify risks and act without waiting for escalation. Passionate about developing people and building high-performing teams. Good-to-Haves Experience in auction operations, automotive services, insurance-related workflows, logistics, asset management, or stock/inventory operations. Familiarity with outbound and inbound calling operations, callback management, and service-level monitoring. Experience managing high-volume, time-sensitive workflows. Exposure to workforce planning, quality assurance, root-cause analysis, and process improvement. Experience supporting client-facing weekly business reviews. Demonstrated success improving team productivity, attendance, quality, or service delivery. Experience using CRM, workflow management, or performance-monitoring platforms. WHAT SUCCESS LOOKS LIKE A successful Team Leader does more than manage the shift. You will be expected to: Consistently deliver productivity, service-level, quality, and attendance targets. Maintain visibility and control of stock assignments, aging inventory, callbacks, and release performance. Understand why your team is performing the way it is, rather than simply reporting results. Identify performance gaps early and implement timely corrective actions. Demonstrate measurable improvement following coaching and operational interventions. Reduce recurring quality errors, avoidable delays, and unnecessary escalations. Maintain reliable staffing coverage and proactively address attendance concerns. Present accurate and meaningful performance insights during business reviews. Develop high-performing agents and future operational leaders. Follow through on commitments and close action items within agreed timelines. Build credibility with 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! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [email protected]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/

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