Senior Team Lead

6 days ago

Saint John, New Brunswick, Canada Cloud5 Communications Full time

Position Summary

The 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 Duties

Leadership Development & Coaching

  • Coach, 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 Support

  • Provide 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 Oversight

  • Collaborate 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 Management

  • Lead 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 & Collaboration

  • Serve 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.

Qualifications

  • Minimum 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 Competencies

  • Leadership & People Development
  • Coaching & Feedback Delivery
  • Strategic Thinking
  • Results Orientation
  • Communication & Influence
  • Collaboration
  • Continuous Improvement

Working Conditions

  • Standard office environment with occasional travel as required.
  • Flexibility in scheduling to meet operational needs.

  • Accounts Payable Team Lead

    2 weeks ago

    Saint John, New Brunswick, Canada Source Atlantic Limited Full time

    Source Atlantic Limited, is seeking a detail-oriented and experiencedAccounts Payable Leadbased out ofSaint John, New Brunswickto oversee all accounts payable operations. Reporting to the Director of Treasury, this role is responsible for ensuring efficient vendor payment processes, driving continuous improvement initiatives, and leading a team of AP...

  • Team Lead, Electrical Engineering

    2 days ago

    Saint John, New Brunswick, Canada Irving Oil Full time

    As the Electrical Engineering Team Lead, you will play a crucial role in supporting the Engineering Services Group Lead by managing a team of Electrical Engineers and Designers. Your goal will be to provide leadership that will be instrumental in delivering innovative, fit-for-purpose project solutions. Your success in this position will enable our...

  • Team Lead, Electrical Engineering

    2 weeks ago

    Saint John, New Brunswick, Canada Irving Oil Full time

    As the Electrical Engineering Team Lead, you will play a crucial role in supporting the Engineering Services Group Lead by managing a team of Electrical Engineers and Designers. Your goal will be to provide leadership that will be instrumental in delivering innovative, fit-for-purpose project solutions. Your success in this position will enable our...

  • Team Lead, Piping Engineering

    7 days ago

    Saint John, New Brunswick, Canada Irving Oil Full time

    As a Piping Engineering Team Lead, in our Engineering Services team, you will provide practical, hands-on leadership for our piping engineers, to support the Piping Group Lead. Your goal will be to supervise and work alongside our piping engineers and interface with team members, project partners, and stakeholders to support successful planning and execution...

  • Senior Mechanical Engineer

    2 weeks ago

    Saint John, New Brunswick, Canada J.D. Irving Full time

    DescriptionAre you an experienced, bilingual Senior Mechanical Engineer with a strategic mindset, a passion for operational excellence, and a vision for the future? We are seeking a high-impact professional to join our leadership team.This opportunity is designed for an experienced mechanical engineer ready to transition into a strategic leadership position,...

  • Senior Corporate Counsel

    1 week ago

    Saint John, New Brunswick, Canada J.D. Irving Full time

    We are currently seeking an exceptional legal professional to join our dynamic Legal Department at our Saint John, New Brunswick headquarters. The Senior Corporate Counsel reports directly to the General Counsel and is integral to supporting a large, complex business in a fast-paced environment.As part of our team, you will provide strategic legal and...

  • Senior Corporate Counsel

    1 week ago

    Saint John, New Brunswick, Canada J.D. Irving, Limited Full time

    Job DescriptionWe are currently seeking an exceptional legal professional to join our dynamic Legal Department at our Saint John, New Brunswick headquarters. TheSenior Corporate Counselreports directly to the General Counsel and is integral to supporting a large, complex business in a fast-paced environment.As part of our team, you will provide strategic...

  • Senior Financial Analyst

    2 weeks ago

    Saint John, New Brunswick, Canada J.D. Irving, Limited Full time

    Job DescriptionThe Senior Financial Analyst will report to the Senior Manager of Corporate FP&A and will work alongside key individuals in the finance function including the VP of FP&A, Corporate Controller and Chief Financial Officer. The ideal candidate will bring a strong accounting and finance background, demonstrated analytical rigor and a keen interest...

  • Senior Tax Analyst

    8 hours ago

    Saint John, New Brunswick, Canada Ocean Capital Full time

    Ocean Capital Holdings Limited is a privately held organization located in Saint John, NB. Our portfolio spans multiple industries including broadcasting, real estate, petroleum services, and construction. With a passion for winning and a focus on excellence, we empower our people and businesses to build stronger communities.Ocean Capital has an immediate...

  • Senior Financial Analyst

    2 weeks ago

    Saint John, New Brunswick, Canada J.D. Irving Full time

    The Senior Financial Analyst will report to the Senior Manager of Corporate FP&A and will work alongside key individuals in the finance function including the VP of FP&A, Corporate Controller and Chief Financial Officer. The ideal candidate will bring a strong accounting and finance background, demonstrated analytical rigor and a keen interest in JDI's...