About this role
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
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Lead, coach, and motivate a team of frontline agents or specialists
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Monitor KPIs such as quality, productivity, and response times, and act on gaps
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Run regular one-on-ones, feedback sessions, and performance plans
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Handle escalations and complex cases directly
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Communicate team performance and issues to managers and client stakeholders
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Support onboarding and training for new team members
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Requirements
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2+ years of experience as a Team Lead or Supervisor
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Proven ability to improve team performance through coaching
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Excellent spoken and written English
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Strong communication and conflict-resolution skills
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Comfortable with CRM, helpdesk, and reporting tools
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Availability to work U.S. business hours
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Based in Jamaica, with a reliable home office setup and stable internet connection
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Nice to Have
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Experience in a BPO or contact center environment
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Experience with QA scorecards and workforce management
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Benefits
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We offer health insurance for contractors
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Holiday Extra Pay
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The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
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This is a 100% home-based position
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We prioritize the mental health of our team members and offer mental health days to support their well-being.
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In addition to the base salary, performance-based incentives are provided.
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There is an annual review and appraisal process in place.
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There are ample opportunities for professional growth and advancement within the company.