{"id":2580903,"url":"https://alion.io/job/acquire-team-leader","title":"Team leader","company":{"id":4418402,"name":"Acquire Intelligence","domain":"acquire.ai","url":"https://alion.io/company/acquire-4","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":15,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":31000,"period":"year","method":"role_seniority_country_cell","sample_n":13},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-28T00:00:00Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-15T16:07:23Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"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!\nA SNAPSHOT OF YOUR ROLE\nLocation: Ortigas, Beta\nShift: Mid-shift, weekdays off\nType: Fixed Term\nAs a Team Leader, you'll lead a team of Customer Contact Officers supporting a leading UK ticketing and events provider. You'll be responsible for driving team performance, coaching agents, and ensuring customers receive a seamless and enjoyable experience across all contact channels.\nYOUR DAILY RESPONSIBILITIES\nLead, coach, and motivate a team of Customer Contact Officers to meet performance and service targets\nMonitor team metrics (quality, productivity, attendance) and address performance gaps\nHandle escalated customer issues and complex enquiries beyond agent level\nConduct coaching sessions, huddles, and performance reviews\nSupport onboarding and training of new team members\nMaintain accurate reporting and communicate performance updates to management\nEnsure team adherence to company policies, service standards, and compliance requirements\nIdentify process improvements and support their implementation within the team\nEnsure compliance with quality assurance standards through regular call monitoring and feedback sessions\nDrive process improvements by identifying inefficiencies and implementing strategies to optimise team productivity and customer satisfaction\nA BIT ABOUT YOU\nProven experience leading or supervising a customer service team, ideally in a contact centre environment\nStrong coaching and people management skills\nConfident using workforce management, reporting, and CRM systems\nExcellent communication skills with the ability to influence and motivate others\nAdaptable and comfortable managing competing priorities in a fast-paced environment\nStrong problem-solving skills with sound judgement under pressure\nHigh attention to detail balanced with a sense of urgency\nWHAT WE VALUE\nWe're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:\nCurious and Clever: Smart questions spark smart solutions.\nEntrepreneurial Energy: Think like an owner. Solve like a founder.\nFast with Intent: We move fast and deliver real results.\nLaugh and Learn: We don't take ourselves too seriously, just our results.\nWhat are you waiting for? 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