Job 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.
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 Jamaica, 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
- We offer health insurance for contractors
- Holiday Extra Pay
- The 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
- We prioritize the mental health of our team members and offer mental health days to support their well-being.
- In addition to the base salary, performance-based incentives are provided.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.
