Team Lead
Must-have:QA/TestLeadRemote
About the company
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.
Your tasks
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.
- 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 Mexico, 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
- Fluency in Spanish
What we offer
- 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.