Team Leader

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!

Responsibilities, including, but are not limited to:

Team Management Responsibilities:

Ensure that at the start of month PEAMs are served to all agents.

Coordinate with all departments within the company to meet campaign needs.

Ensure that end of month scorecards and PAFs are served to all agents.

Weekly updates on the performance of the agents are delivered through coaching and email.

Ensure Daily MyPay schedules, logs and overtime filings are correct and accurate before forwarding for final approval

Ensure leave filings are checked if compliant on attendance policies before forwarding for final approval

Operations Management Responsibilities :

Updating of Campaign/TL Tracker (Priority Management File, Attendance, Stats, etc.)

Roll out any process update from the Ops Management and the Client during one- on-one coaching or team huddles

Client Call outs / Escalations review

Attend to or escalate to Ops Manager any client inquiry/request

Discussion of Agent’s Monthly Scorecard and lodge via ScoreIT

Daily / Weekly Catch up with Operations Management Team and Client

Issuance of DPFs and CAFs for COC violations falling under Sanction A-C

Issuance of DPF & CAF to Agents for Behavior & PIP/ Performance

Validating of monthly team incentive/Scores reports

Review of Adhoc/WTD/EOM Reports to Client & Operations team

Analyze the agent’s performance through daily/weekly/monthly review of the data/reporting

Prepare and Roll Out Monthly Schedule Staffing

Ensure that all agents adhere to all operational forms and processes

Phone time as required by clients and the management which includes supervisor calls

Daily agent call listening sessions

Documentation and sending of coaching logs (1 per rep/week minimum)

Compliance to Acquire Intelligence Code of Conduct

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