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!

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!

• Enjoy a weekly pay run – TGI Thursday’s
• Get recognized through our ‘Value Awards’
• Celebrate at our team events
• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• Employee referral bonus
• Wellbeing and Support Program (EAP)
   

A Glimpse into Your New Role

Our client is an international healthcare company who are committed to providing high quality, innovative healthcare for the benefit of current and future customers around the world.
We are looking for passionate and experienced Team Leaders to assist us with providing an exceptional customer experience.

Role responsibilities:

• Undertake daily ongoing training and development of existing team members to up-skill staff
• Drive improvement projects and ensure all staff are actively working towards achieving targets and KPIs as set by Operations Manager – daily/weekly/monthly
• Liaise with Operations Manager to identify strategies and ways to improve efficiency and performance within the channel
• Organise daily motivational meetings and team feedback sessions
• Work cooperatively and effectively with internal and external stakeholders
• Depending on team staffing and rostering levels, when required, accept or make calls and provide effective and efficient service to customers
• Ensure daily administration tasks are adhered to maintain a tidy and efficient working environment
• Assist the P&C Team in following up employee documentation if required
• Ensure customer complaints are actioned and resolved as per customer service guidelines
• Must be willing to lead by example and engage with customers, double-jack with staff to provide mentoring and guidance
• Act as the client representative in the event an enquiry, investigation or complaint escalates and cannot be resolved by the Agent
• Role model appropriate behaviour in terms of demonstrating compliance in punctuality, reliability and teamwork
   

What You’ll Bring

• Previous experience as a Customer Contact Officer is essential
• Demonstration of prior performance and ability in a Team Leader or 2nd in Charge capacity, overseeing a team of agents
• Excellent in customer service and great problem solving skills.
• Experience in a call centre environment
• Able to communicate with professionalism, across all support platforms.
• Demonstrate strong communication and computer skills
• Motivated to deliver and achieve Key Performance Indicator’s (KPI’s)
• Strong attention to detail
• Complaint-handling experience is an advantage
• Ability to build rapport quickly with different types of customers
• Excellent active listening skills

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!