Team Lead

NeoWork

. Lead, coach, and motivate a team of frontline agents or specialists .

Posted 10/23/2026full-timeRemote • ColombiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching abilities to enhance team performance in a BPO or contact center environment. Proficient in managing KPIs, handling escalations, and facilitating effective communication with stakeholders.

Highest-signal resume keywords

Team LeadershipCoaching and DevelopmentKPI MonitoringConflict ResolutionFluency in Spanish

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Team Lead ExperiencePerformance ManagementQuality Assurance ScorecardsWorkforce ManagementCRM ToolsHelpdesk ToolsReporting Tools

Soft Skills

Strong Communication SkillsConflict Resolution Skills

Industry Keywords

BPOContact CenterOnboardingTrainingKPI

About the role

Key responsibilities & impact

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

What you’ll need

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 Colombia, with a reliable home office setup and stable internet connection
Experience in a BPO or contact center environment
Experience with QA scorecards and workforce management
Fluency in Spanish

Benefits

Comp & perks

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.