Team Lead - PH

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

Career Opportunities with Compass Experience Labs

A great place to work.

Careers At Compass Experience Labs

Current job opportunities are posted here as they become available.

About the Role:

We are seeking a highly motivated and experienced individual for our PH Team Lead opening. As a Team Lead, you will play a crucial role in supporting our Agents, ensuring excellent service delivery, and maintaining a positive and productive work environment.

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.

Qualifications:

• Must have 3 yrs up 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


• The ideal candidate is a resilient Team Lead who can effectively handle demanding client, navigate difficult conversations, and maintain composure under pressure.