Team Leader North America Operations
Full-time
NeksjobPH
Job Title: Team Lead – NA Operations (Philippines) Location: Baguio, Philippines (Onsite) About the Role: We are looking for a highly motivated and experienced Team Lead to join our growing North America team in the Philippines. This role requires a strong leader with excellent people management skills and a solid technical foundation. The Team Lead will oversee day-to-day operations, drive team performance, support client deliverables, and collaborate with cross-functional teams across time zones. Responsibilities:
- Lead, mentor, and manage a team of professionals supporting the NA region.
- Monitor daily operations and ensure timely delivery of client and internal deliverables.
- Provide hands-on support for escalated technical issues and act as a liaison with engineering or product teams when necessary.
- Drive performance metrics (SLAs, KPIs) and ensure high-quality service delivery.
- Coordinate with global teams to ensure alignment across regions.
- Identify training needs and foster a culture of continuous learning and improvement.
- Manage scheduling, shift planning, and workforce capacity based on business demands.
- Contribute to process optimization and documentation of best practices.
- Assist in hiring, onboarding, and performance evaluations for the team.
- 5+ years of professional experience, with at least 2 years in a leadership or supervisory role.
- Solid understanding of technical concepts, such as systems operations, software support, or data platforms (adapt based on domain).
- Strong problem-solving, analytical, and organizational skills.
- Proficiency with tools such as MS Office, Excel, Outlook.
- Ability to lead distributed teams and work across time zones.
- Excellent verbal and written communication skills in English.
- Experience working in a fast-paced, multicultural environment.
- Experience managing teams in customer service, operations, or support roles.
- Strong interpersonal and conflict resolution skills.
- Familiarity with cross-functional or global teams.
- Ability to stay organized and manage priorities in a dynamic environment.
- Proactive approach to improving processes and team performance.
- Be part of a growing global team with opportunities to lead and make an impact.
- Work in a collaborative environment with supportive leadership.
- Competitive compensation and benefits package.
- Opportunities for professional development and career growth.
Vacancy posted a month ago
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