Job Description

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.