Customer Experience Team Lead

Compass Experience Labs; Manila; On-site; PHP 720,000 - 1,080,000; Full time

Job summary

Compass Experience Labs is seeking a PH Team Lead to supervise a team of agents and ensure top service delivery for our clients. You will guide daily operations, monitor productivity, and maintain a positive, high-performing work environment.

You will coach team members, manage schedules, and coordinate training to raise performance. Excellent communication and conflict resolution skills are essential in this demanding role.

Qualifications

• 3+ years of direct leadership experience supervising a team of 10+ direct reports.
• 6+ months of training and development of employees preferred.
• Must have a strong internet connection capable of supporting online systems and applications.
• Ability to communicate clearly both verbally and in writing.
• Resilient Team Lead who handles demanding clients and maintains composure under pressure.

Responsibilities

• Ensure the team meets client and Compass expectations for productivity and performance.
• Meet schedule adherence and channel availability criteria.
• Demonstrate strong written and verbal communication aligned with Compass brand voice.
• Adopt AAA guiding quality principles: Acknowledge, Align, Assure.

Skills

Team leadership

Customer service

Coaching

Scheduling

Communication

Training

Performance management

Problem solving

Multitasking

Tools

CRM software

Slack

Scheduling tools

Job description

Compass Experience Labs is seeking a PH Team Lead to supervise a team of agents and ensure top service delivery for our clients. You will guide daily operations, monitor productivity, and maintain a positive, high-performing work environment.

You will coach team members, manage schedules, and coordinate training to raise performance. Excellent communication and conflict resolution skills are essential in this demanding role.