[Hiring] Team Lead @NeoWork

Role Description

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.

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

Qualifications

• 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 Jamaica, with a reliable home office setup and stable internet connection

Requirements

• Experience in a BPO or contact center environment (Nice to Have)
• Experience with QA scorecards and workforce management (Nice to Have)

Benefits

• Health insurance for contractors
• Holiday Extra Pay
• Work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs
• This is a 100% home-based position
• Prioritization of mental health with mental health days offered
• Performance-based incentives in addition to the base salary
• Annual review and appraisal process in place
• Ample opportunities for professional growth and advancement within the company