Team Lead (Philippines)

FLSA- Hourly/Non-exempt

• 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.

• Friendly. Empathetic. Adaptable. Curious. The ability to smile is a plus :) 
• Excellent writing, typing, and communication skills
• Be able to connect with customers through our provided communication platforms which included phones, email, chat, text, and social platforms
• Must be able to commit to your work schedule, be punctual, and be accountable for your actions. 
• Remain engaged and responsive to all internal communications. 
• Self-reliant with an information seeker mindset. 
• Keen problem solver with the ability to think on your feet. 
• Trusted and uses good judgment. 
• Encouraged to express your opinion within the context of professionalism.
• Work with humility. Be open to coaching and continuous improvement coaching to allow you to perform at a high level. 
• Cultivate team culture according to Compass’ values and promote a positive work environment.

• Full Time 40 hours per week
• Open availability to include weekdays, weekends, nights, and holidays

• High school diploma or equivalent with at least 6 months of experience working in a call center environment
• Must have 2+ 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 
• Ability to operate a computer/laptop and a headset 
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods (i.e., for the duration of an 8-hour shift)