Team Lead

NeoWork; Philippines; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health Maintenance Organization (HMO)

Paid Time Off (PTO)

Mental Health Leave

Birthday Leave

Gym Allowance

Extra Holiday Pay

Remote Work Setup

Opportunities for professional growth

Job summary

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.

Qualifications

• 2+ years as 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.

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.

Skills

Team leadership

Coaching

English fluency

CRM familiarity

Remote collaboration

US shift hours

Tools

CRM software

Helpdesk software

Reporting tools

Job description

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

Experience

• 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 the Philippines, 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

Benefits

• Health Maintenance Organization (HMO)
• Paid Time Off (PTO)
• Mental Health Leave
• Birthday Leave
• Gym Allowance
• Extra Holiday Pay
• Remote Work Setup
• Opportunities for professional growth and development