Team Lead PH

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 customers 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 brands 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 teams 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.