About the 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 • 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.
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