Team Leader

Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

Come for a career, stay for the fun!

• HMO coverage for you and your family
• Yearly Kick Off Parties with major giveaways (like the car in 2023)
• Get recognized through our ‘Value Awards'
• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900 promotions given each year
• 2,700+ leadership training courses

A Glimpse into Your New Role

You’re the genie that fulfils our customer’s needs. The Team Leader has the responsibility to ensure that all personnel in their respective teams are working effectively toward client objectives/targets with a major focus on quality assurance and team performance. The Team Leader will engage with staff as required in areas including but not limited to: performance, personnel management, escalations along with quality to ensure the delivery of a successful outcome within the program. Reports into the Dedicated Operations Manager and regularly updates them on team progress, performance and issues. Works with Dedicated Operations Manager to ensure strategic and departmental objectives are adhered to.

Quality Monitoring

·Evaluate performance procedures and quality metrics

·Advocate compliance to the program standards and procedures

·Be a point of reference for quality evaluations

·Regularly review and maintain the frontline quality evaluation guidelines and associated tools

·Report Quality Assurance evaluations

·Updates the Quality Assurance guidelines

Performance Management

·Ensure all staff are onboarded and offboarded successfully

·Facilitate performance planning, reviews and development plans for all team members

·Manage team members’ adherence to roster, company policies, procedures, KPI’s and targets

·Drives HR policy adherence

Communication

·Organise and facilitate team meetings to provide effective communication to, from and within the team

·Ensure efficient and effective dissemination of information and communication to team members

·Ensure relevant information affecting staff delivery of services i.e. regulatory changes is actioned accordingly

·Vary communication techniques and methods to reach all audience learning preferences

·Building a strong relationship and working in collaboration with an onshore Australian client

Coaching

·Contribute to the skills competency assessment process for tenured staff, and speed to competency for new employees

·Support the onboarding of new frontline employees by providing additional coaching and support

·Help improve the technical competency of our Commercial Inventory staff through quality evaluations which identify both strengths and development opportunities

·Clearly communicates the areas of opportunities of the Commercial Inventory staff during the coaching sessions

Continuous Improvement

Identifies opportunities to improve performance by using the data and analysing trends and its impact to performance

People Management

• Provide timely and accurate information to appropriate parties when requested and required

• Build strong internal and external relationships to enhance the team’s overall effectiveness and performance

• Initiate and encourage innovative thinking; foster attitudes of vigilance, alertness and care for attention to detail among staff

What You’ll Bring

·Clear and concise verbal and written communication skills

·Computer Skills to an intermediate level, Outlook, Word, Excel

·Media experience, media-oriented tertiary qualifications or advertising industry experience in a similar role would be beneficial

Competencies required

·Accuracy – a high degree of accuracy and attention to detail

·Computer skills – able to learn new software/information systems readily using existing base skill set

·Ability to work with minimum supervision to standards and deadlines

·Time management, planning and organising – able to work in a prompt and efficient manner to accomplish objectives

·Customer focus – able to demonstrate empathy and professionalism with clients and stakeholder needs in all interactions

·Communication skills – ability to listen and communicate effectively verbally and in writing to enhance internal and external working relationships

·Relationship building – capable of demonstrating courteous and respectful behaviour in a co-operative fashion to reach team goals

·Team work – able to work effectively within a team to accomplish organisation goals

·Concentration – the ability to focus in a busy environment

·Mental acuity – the ability to task-switch and deal with interruptions while maintaining overall focus and accuracy on a background task

·Lateral thinking skills – ability to think creatively when solving business problems

·Self motivated with the ability to set own priorities

With a diverse global team working together, we proudly embrace and live by these shared 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 other.

What are you waiting for?

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!