Work 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.
Neo
Work is a general 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 Neo
Work 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 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.
📌 Team Lead (Ciudad de México)
🏢 Neowork
📍 Ciudad de México
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