Team Leader North America Operations

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. 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.

Job Type: Full-time