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! Premium Support Team Leader is responsible for leading, coaching, and developing a team of Premium Support Specialists to deliver exceptional customer experiences and achieve operational performance targets. This role ensures service excellence through effective people management, performance monitoring, workload coordination, stakeholder engagement, and continuous process improvement. The Team Leader is accountable for driving productivity, quality, customer satisfaction, and SLA performance while maintaining a positive, engaged, and high performing team culture. Key Responsibilities People Leadership & Coaching Lead and manage a team of Premium Support Specialists. Conduct regular coaching, feedback, and performance development sessions. Monitor individual and team performance against established KPIs and SLAs. Identify performance gaps and implement action plans to improve results. Support employee engagement initiatives and foster a positive team environment. Manage attendance, schedule adherence, and leave planning. Operations Management Monitor daily operational performance and workload distribution. Ensure effective management of customer enquiries, escalations, and service requests. Oversee backlog management and drive timely resolution of outstanding cases. Support workforce planning activities to ensure adequate staffing coverage. Assist in implementing recovery plans during periods of increased volume or operational challenges. Client & Stakeholder Management Participate in client meetings, business reviews, and operational discussions. Provide accurate and timely reporting on operational performance. Collaborate with internal and external stakeholders to address service issues and improve customer outcomes. Escalate operational risks, trends, and process gaps as required. Quality & Compliance Ensure compliance with Samsung, Acquire, and information security policies. Drive quality performance through coaching, calibration sessions, and process adherence. Conduct case reviews and identify opportunities for service improvement. Promote best practices and standard operating procedures across the team. Continuous Improvement Identify operational inefficiencies and recommend process improvements. Support implementation of new initiatives, procedures, and system enhancements. Analyse performance data and trends to develop actionable recommendations. Drive a culture of continuous improvement and operational excellence. 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/

Team Leader.

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