Customer Experience Team Lead Coaching & Performance

Compass Experience Labs LLC; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Compass Experience Labs is seeking a motivated Team Lead for our PH team. You will support agents, ensure service excellence, and foster a positive, productive work environment while aligning with AAA quality principles.

You will coach teammates, manage schedules, handle multi-channel customer interactions, and share insights on trends. The ideal candidate has leadership experience guiding 10+ agents, strong communication, and the ability to train and onboard new hires.

Qualifications

• At least 3 years of direct leadership experience managing 10+ reports.
• Experience in training and developing employees (6+ months preferred).
• Strong internet connection and ability to support online systems.

Responsibilities

• Ensure the team meets client and Compass expectations around productivity and performance.
• Meet all schedule adherence and channel availability criteria.
• Demonstrate strong written and verbal communication aligned with brand voice.
• Adopt AAA quality principles: Acknowledge, Align, Assure a resolution.
• Use technical skills to navigate systems to resolve customer issues.
• Build understanding of brand products, procedures, and resolutions.
• Coach team members and promote performance improvement.
• Respond to customers across email, chat, text, phone, and social channels.
• Lead onboarding and training for new hires.
• Schedule weekly 1:1s to review associate performance and ensure standards.
• Report on team performance metrics and KPIs as needed.
• Lead difficult conversations around performance improvement.

Skills

Leadership

Coaching

Communication

Training

Scheduling

Multichannel support

Tools

CRM systems

Job description

Compass Experience Labs is seeking a motivated Team Lead for our PH team. You will support agents, ensure service excellence, and foster a positive, productive work environment while aligning with AAA quality principles.

You will coach teammates, manage schedules, handle multi-channel customer interactions, and share insights on trends. The ideal candidate has leadership experience guiding 10+ agents, strong communication, and the ability to train and onboard new hires.