Team Lead
NeoWork · Remote
NeoWork is hiring Team Leads to coach and lead frontline teams supporting U.S. clients. As a player-coach, you will drive performance, quality, and engagement while stepping in to handle complex cases yourself.
NeoWork is a global staffing and operations partner that builds dedicated remote teams for fast-growing U.S. companies. Our teammates work directly inside our clients' teams and tools, while NeoWork takes care of recruiting, HR, benefits, and ongoing support.
Key Responsibilities
- Lead, coach, and motivate a team of frontline agents or specialists
- Monitor KPIs such as quality, productivity, and response times, and act on gaps
- Run regular one-on-ones, feedback sessions, and performance plans
- Handle escalations and complex cases directly
- Communicate team performance and issues to managers and client stakeholders
- Support onboarding and training for new team members
Requirements
- 2+ years of experience as a Team Lead or Supervisor
- Proven ability to improve team performance through coaching
- Excellent spoken and written English
- Strong communication and conflict-resolution skills
- Comfortable with CRM, helpdesk, and reporting tools
- Availability to work U.S. business hours
- Based in the Philippines, with a reliable home office setup and stable internet connection
Nice to Have
- Experience in a BPO or contact center environment
- Experience with QA scorecards and workforce management
Benefits
- Health Maintenance Organization (HMO)
- Paid Time Off (PTO)
- Mental Health Leave
- Birthday Leave
- Gym Allowance
- Extra Holiday Pay
- Remote Work Setup
- Opportunities for professional growth and development