Team Lead - Remote (Jamaica)

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 handling complex cases yourself. The position is 100% home-based, based in Jamaica, and covers U.S. business hours.

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

Required profile

• 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
• Availability to work U.S. business hours
• Based in Jamaica, 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

What we offer

• Health insurance for contractors
• Holiday extra pay
• Mental health days
• Performance-based incentives and an annual review and appraisal process
• Opportunities for professional growth and advancement