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PROGRAM LEAD (Call Center) -Remote Philippines

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Compass Experience Labs

2mo ago

  • Job
    Full-time
    Senior & Expert Level
  • Manila
    Remote

AI generated summary

  • You must have an Associate's degree (Bachelor's preferred), 5-10 years in call center management, expertise with Zendesk/Gorgias, Microsoft PowerPoint experience, and strong communication skills.
  • You will manage multiple client accounts, ensure KPIs are met, lead client meetings, handle escalations, mentor team leads, oversee onboarding, manage P&L, and participate in account planning.

Requirements

  • Minimum Associates Degree in a business or related field. Bachelor's degree preferred.
  • Minimum 5-10 years of experience managing or supervising customer service reps in a retail or call center operations environment
  • Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference
  • Experience with Microsoft PowerPoint and/or Google Slides preparing and presenting Client business reviews.
  • Ability to be a balanced advocate for your team, the client, and Compass
  • Excellent written and verbal communication skills and a professional demeanor
  • Experience managing a remote workforce

Responsibilities

  • - Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts.
  • - Ensure your account(s) are meeting client KPIs and service level expectations that are in our control
  • - Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc.
  • - Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands
  • - Be the main point of contact for all client escalations
  • - Adhere to an internal reporting cadence to help oversee the performance of your team and client
  • - Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates
  • - Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.)
  • - Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job
  • - Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc.
  • - Manage P&L to maximize margin and grow the account
  • - When necessary, create, maintain and manage schedules, and approve timesheets and time off requests
  • - When applicable, onboard new clients through coordination with sales, recruiting, and operations
  • - Other duties as assigned by the VP of Client Operations

FAQs

What is the primary role of the Program Lead?

The primary role of the Program Lead is to facilitate communication between our clients and our internal business, ensuring that both the client and our internal team are set up for success while managing multiple client accounts.

How many client accounts will the Program Lead oversee?

The Program Lead will oversee 4-6 different client accounts.

What experience is required for this position?

A minimum of 5-10 years of experience managing or supervising customer service representatives in a retail or call center operations environment is required.

Are there specific industry platforms that candidates should be familiar with?

Yes, experience with industry platforms such as Zendesk, Gorgias, Kustomer, or Gladly is strongly preferred.

Will the Program Lead be involved in mentoring others?

Yes, the Program Lead will promote the growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates.

What educational qualifications are preferred for the Program Lead role?

A minimum Associates Degree in a business or related field is required, with a Bachelor's degree preferred.

What are the working hours for this position?

The position requires full-time availability during weekdays, weekends, and nights, depending on client hours of operation.

Is there a specific location requirement for this job?

The office is located in Columbus, Ohio, but the role is currently remote.

What kind of benefits does Compass offer for full-time employees?

Compass offers a comprehensive benefits package, including training and career development opportunities, flexible schedules and remote working options, competitive wages, paid time off, and paid holidays.

How does Compass view customer service?

Compass believes that customer care can play a strategic role in growing a business by delighting customers, listening to their feedback, and leveraging insights to enhance products and offerings.

What qualities are important for a Program Lead at Compass?

Important qualities include excellent written and verbal communication skills, a professional demeanor, and the ability to be a balanced advocate for the team, the client, and Compass.

Do applicants need to supply their own equipment for remote work?

Applicants must have a strong internet connection to support systems needed for the role.

Compass Experience Labs

Your customers are exceptional -- now your customer service can be too.

Consulting
Industry
201-500
Employees
2016
Founded Year

Mission & Purpose

Compass Experience Labs focuses on creating immersive, hands-on experiences that drive innovation and customer engagement. Their ultimate mission is to help organizations explore and develop new strategies through interactive and dynamic experiences. The company’s purpose is to empower clients to visualize and test their ideas in a practical, engaging environment, enhancing their decision-making and strategic planning processes.