Customer Support Team Lead - Coaching & Performance

compassexperiencelabs; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Compass is seeking a PH Team Lead to support our Agents, ensuring top-tier service delivery and a positive work environment. You will drive productivity, coach a 10+ member team, and ensure adherence to client and brand standards across email, chat, phone, and social channels.

You will lead onboarding and training, share customer insights, and report on performance metrics while balancing operational tasks. A resilient leader with strong communication is essential.

Qualifications

• 3+ years of direct leadership experience overseeing a team of 10+ direct reports
• 6+ months of training and development of employees preferred
• Must have a strong internet connection with the ability to support online systems and applications
• Ability to see, talk and hear to communicate with others to exchange information verbally and in writing

Responsibilities

• Ensure your team meets all client and Compass expectations around productivity and performance.
• Meet all schedule adherence and channel availability criteria.
• Demonstrate strong written and verbal communication skills in alignment with Compass and brand voice.
• Adopt our AAA guiding quality principles: Acknowledge the customer’s issue, Align with the customer, and Assure a resolution.
• Use technical skills to navigate multiple systems and platforms to resolve customer issues.
• Build a strong understanding of your assigned brand’s products, procedures, and resolutions.
• Work collaboratively with team members to offer encouragement, provide answers, and present customer insights and trends.
• Promote growth of skills and performance improvement through coaching of team members.
• Respond to customers through email, chat, text, phone, and social channels while creating memorable service interactions.
• Balance productivity and operation tasks depending on client and Compass needs.
• Be the product knowledge and systems expert so that you can act as the "online" support for team questions.
• Manage all schedules and schedule changes for your team. This includes schedule adherence, timesheet approval, call-offs, and live channel available time.
• Help support the new hire onboarding process and lead training.
• Provide continuous training on process changes, pro tips, and systems education.
• Lead team communication around alerts, team changes, emergencies, etc.
• Manage your team’s communication responsiveness and engagement through all company and client channels including Email (both Compass and Client if applicable), Slack, and other required platforms.
• Schedule weekly 1:1s to go over associate performance and ensure team members are meeting all client and Compass expectations around productivity and performance.
• Report on team performance metrics and other KPIs if needed.
• Lead difficult conversations around performance improvement.

Job description

Compass is seeking a PH Team Lead to support our Agents, ensuring top-tier service delivery and a positive work environment. You will drive productivity, coach a 10+ member team, and ensure adherence to client and brand standards across email, chat, phone, and social channels.

You will lead onboarding and training, share customer insights, and report on performance metrics while balancing operational tasks. A resilient leader with strong communication is essential.