Team Lead for North America Operations
4 weeks ago
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.
Qualifications:
• 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.
Preferred Skills:
• 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.
Why Join Us:
• 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.
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