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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities to enhance team performance and engagement while effectively managing complex cases. Proficient in communication and conflict resolution, with experience in CRM and reporting tools to support frontline teams.
Highest-signal resume keywords
Team LeadershipCoaching and MentoringPerformance ManagementCommunication SkillsConflict Resolution
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance MonitoringKPI ManagementQuality AssuranceWorkforce ManagementOnboarding and Training
Soft Skills
Motivational LeadershipFeedback DeliveryProblem Solving
Tools & Technologies
CRM ToolsHelpdesk SoftwareReporting Tools
Industry Keywords
BPOContact CenterU.S. Clients
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
- Coach and lead frontline teams supporting U.S. clients
- Drive performance, quality, and engagement while handling complex cases as a player-coach
- Work directly inside clients' teams and tools
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 Jamaica, with a reliable home office setup and stable internet connection
- Experience in a BPO or contact center environment (nice to have)
- Experience with QA scorecards and workforce management (nice to have)
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.