Team Lead

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.