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 integral 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

Qualifications

- 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

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.

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📌 Team Lead (Ciudad de México)
🏢 NeoWork
📍 Ciudad de México