Team Lead

This is a fully remote position, open to applicants in Jamaica.

📋 Description

• Lead, inspire, and guide a team of frontline agents or specialists.

• Track KPIs such as quality, productivity, and response times, addressing any deficiencies.

• Conduct regular one-on-one meetings, feedback sessions, and performance improvement plans.

• Manage escalations and handle complex cases personally.

• Relay team performance and challenges to managers and client stakeholders.

• Assist with onboarding and training for new team members.

• Coach and direct frontline teams serving U.S. clients.

• Enhance performance, quality, and engagement while simultaneously managing complex cases as a player-coach.

• Collaborate directly within clients' teams and utilize their tools.

⛳️ Requirements

• Minimum of 2 years of experience as a Team Lead or Supervisor.

• Demonstrated capability to enhance team performance through effective coaching.

• Exceptional spoken and written English skills.

• Strong communication and conflict-resolution abilities.

• Proficient with CRM, helpdesk, and reporting tools.

• Availability to work during U.S. business hours.

• Residing in Jamaica, equipped with a reliable home office setup and stable internet connection.

• Experience in a BPO or contact center environment is a plus.

• Familiarity with QA scorecards and workforce management is advantageous.

🏝️ Benefits

• Health insurance is provided for contractors.

• Holiday Extra Pay.

• Work hours typically align with standard U.S. business hours, with some flexibility based on client needs.

• This role is entirely remote.

• We emphasize the mental health of our team members and provide mental health days to support their well-being.

• In addition to the base salary, performance-based incentives are available.

• An annual review and appraisal process is implemented.

• Numerous opportunities for professional growth and advancement exist within the company.