Contact Center Senior Team Lead

5 days ago

Saint John, Canada Cloud5 Communications Full time

Position SummaryThe Senior Team Lead is responsible for supporting and developing Team Leads and frontline agents while driving operational excellence and delivering a high-quality guest experience. This role balances strategic leadership with hands-on operational support to ensure performance goals, KPIs, and service standards are consistently met.The Senior Team Lead focuses on leadership development, coaching, communication, and performance management. Acting as a primary point of contact for Team Leads, this role provides guidance, resolves escalations, supports action planning, and maintains visibility into team and account performance. In partnership with Operations leadership, the Senior Team Lead aligns daily execution with organizational objectives and client expectations.Responsibilities and DutiesLeadership Development & CoachingCoach, mentor, and develop Team Leads to strengthen leadership, communication, and coaching capabilities.Support Team Leads in effectively coaching and developing frontline agents.Drive engagement, accountability, and readiness for future leadership opportunities.Promote a positive, inclusive work environment aligned with company values.Team & Agent SupportProvide daily support to Team Leads and frontline agents, addressing questions, escalations, and performance concerns in real time.Assist Team Leads with coaching conversations, feedback delivery, and development planning.Observe agent and TL interactions to identify opportunities for recognition, improvement, and consistency.Operational OversightCollaborate with the Director of Operations and Operations leadership to implement strategic initiatives and operational improvements.Monitor and analyze performance metrics (QA, AHT, Conversion, Adherence, etc.) to identify trends and recommend corrective actions.Ensure compliance with company policies, procedures, service standards, and client requirements.Action Planning & KPI ManagementLead and support the development and execution of action plans to address individual, team, and account-level performance gaps.Ensure KPIs are aligned with organizational objectives and client expectations and are consistently reinforced by Team Leads.Communication & CollaborationServe as a primary escalation point for Team Leads regarding performance issues, agent support, and operational updates.Maintain clear, professional communication with internal stakeholders.Share account updates, policy changes, and performance insights with visibility and consistency.QualificationsMinimum 3–5 years of experience in operations leadership, coaching, or team management roles.Demonstrated ability to coach and develop leaders and frontline agents.Strong analytical, problem-solving, and decision-making skills.Excellent communication and interpersonal skills.Ability to balance a supportive leadership style with accountability and results.Core CompetenciesLeadership & People DevelopmentCoaching & Feedback DeliveryStrategic ThinkingResults OrientationCommunication & InfluenceCollaborationContinuous ImprovementWorking ConditionsStandard office environment with occasional travel as required.Flexibility in scheduling to meet operational needs.

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