
Team Lead- NA ops
2 days ago
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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