Team Lead
Posted 7 days ago
You'll complete your application on NeoWork's career site.
About the Role
This organization functions as a worldwide staffing and operational partner, assisting companies in scaling their operations rapidly and efficiently. Operating within the HR technology and B2B services sectors, the firm offers broad support including customer experience management, virtual assistant placement, and technical or creative project delivery. By integrating with client teams, the company boosts operational performance, increases revenue, and supports long-term retention across diverse industries. The Team Lead position is created for a committed individual focused on mentoring, guiding, and encouraging frontline personnel who support clients located in the United States. This role is essential to the firm's objective of supplying high-caliber staff capable of rapid deployment to satisfy specific client demands. As a member of the leadership group, you are responsible for upholding the operational quality standards of the company while ensuring staff members consistently achieve goals and advance their professional skills.
Requirements
- You must have a minimum of two years of supervisory or team lead experience, preferably in a contact center or BPO setting.
- You need to be highly proficient in English, both in written and verbal communication, with strong conflict resolution capabilities.
- You must be skilled in operating helpdesk software, CRM systems, and reporting applications.
- It is considered a significant benefit if you have experience with workforce management and quality assurance scorecards.
- You must reside in the Philippines and have a stable, dependable remote work environment.
- You are required to work during U.S. business hours to provide immediate support to clients and your direct reports.
Responsibilities
- You will function as a player-coach focused on managing the engagement, service caliber, and output of frontline personnel.
- You will track performance metrics like productivity and response times to resolve issues as they arise.
- You will support the development of your staff by leading consistent one-on-one sessions, providing actionable feedback, and creating plans for performance improvement.
- You will manage high-level escalations and serve as the main representative for client stakeholders regarding operational status and team performance.
- You will supervise the training and integration of new hires to ensure they are fully acclimated to team procedures.
Benefits & Perks
- You will receive an inclusive benefits package featuring a Health Maintenance Organization plan.
- You are entitled to various leave categories, including birthday leave, mental health leave, and Paid Time Off.
- You will be provided with a gym allowance and compensation for working on holidays.
- You will enjoy the benefits of a remote work structure.
- You will have access to programs designed for professional development and career advancement.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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