Team Lead- NA ops

5 days ago

Baguio City, Cordillera, Philippines Openmind Technologies Full time ₱1,200,000 - ₱2,400,000 per year

Our client is looking for a highly motivated and experienced Team Lead to join their growing NA 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 this based on your domain).


• Strong problem-solving, analytical, and organizational skills.


• Experience with tools like MS office, excel, outlook.


• Ability to lead distributed teams and work across time zones.


• Excellent communication skills in English, both verbal and written.


• Experience working in a fast-paced, multicultural environment.

Preferred Skills:


• Background in SaaS, cloud platforms, or technical support environments.


• Familiarity with SQL, scripting, or APIs is an advantage.


• Experience in managing client-facing technical support or service delivery teams.

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