Global Hola

We are seeking a proactive and experienced Team Manager to oversee and support a diverse group of remote professionals across multiple client accounts. This role is responsible for driving team performance, maintaining strong client relationships, and ensuring operational excellence across several functions.

The ideal candidate has a strong background in BPO team leadership, remote workforce management, and performance coaching. This role requires someone who understands operations deeply, is highly responsive to client needs, and can proactively address performance, engagement, and process improvements. The Team Manager will play a critical role in maintaining service quality while fostering a culture of accountability, collaboration, and continuous improvement.

Work Schedule

• Full-time position
• Fixed shift aligned with U.S. Central Time (CT)
• Flexibility required to adjust working hours when necessary to accommodate client meetings or executive team discussions

Responsibilities

• Provide leadership, coaching, and operational guidance to a diverse team of remote professionals including Virtual Assistants, Executive Assistants, Accountants, Bookkeepers, Digital Marketing Specialists, Engineers, and Sales Support staff.
• Implement structured performance management practices including weekly check-ins, client feedback collection, and performance monitoring through dashboards and reports.
• Monitor employee engagement and identify early warning signs of disengagement or potential attrition, implementing timely interventions when needed.
• Ensure adherence to company processes, policies, and SOPs while continuously identifying opportunities for operational improvements.
• Conduct regular check-ins with clients to maintain strong working relationships and ensure service expectations are met.
• Manage client onboarding processes to ensure smooth transitions and proper alignment of expectations, workflows, and deliverables.
• Facilitate onboarding and offboarding of contractors in accordance with company policies and operational procedures.
• Coordinate with HR to manage due process and disciplinary cases in accordance with the company handbook and compliance standards.
• Facilitate and participate in Level 10 (L1) meetings and operational reviews with internal teams.
• Work closely with the billing team to address adjustments affecting client billables, including attendance discrepancies, overtime approvals, offset requests, and incentive credits.
• Provide timely and professional client support within designated response time standards.
• Promote a consistently positive client experience through proactive communication and issue resolution.
• Monitor attendance, maintain accurate records, and report trends that may impact service delivery.
• Prepare and maintain performance reports and operational metrics for leadership visibility.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field preferred.
• At least 3–5 years of experience leading teams in a BPO or outsourcing environment.
• Proven experience managing remote teams and supporting distributed workforces.
• Experience working with freelance talent platforms or remote contractor ecosystems.
• Strong leadership and coaching skills with the ability to manage diverse professional roles.
• Experience implementing structured performance management and operational reporting systems.
• Excellent English communication skills, both written and verbal.
• Proficiency in productivity tools such as Google Workspace and Microsoft Office Suite.
• Highly organized with strong problem-solving and decision-making capabilities.
• Comfortable operating in a fast-paced environment and responding quickly to operational issues.

Good to Have Qualifications

• Lean Six Sigma training or certification.
• Experience with GROW coaching methodology.
• Familiarity with Entrepreneurial Operating System (EOS) concepts and Level 10 meetings.
• Project management training or experience managing cross-functional initiatives.

Computer/laptop

Processor: Intel Core i5 or higher

RAM: 8GB or higher 

Storage: 256GB SSD or higher Operating 

System: Windows 10 or macOS 

Display: 13-inch or larger screen size with a resolution of 1920x1080 or higher 

Battery Life: Minimum of 8 hours

Internet

10 Mbps download and 5 Mbps upload

Accessories

Webcam

Noise-canceling headset with mic

Work Set-up

Professional/presentable background

Quiet and distraction-free area