Senior Team Lead

PURPOSE

The Senior Team Lead acts as the key contact for their assigned Team Leads.  Senior Team Leads inspire, set stretch goals, resolve conflict, mentor, and increase cooperation within their team.  Additionally, they are responsible for updating their team on corporate policies and procedures, account-related information, as well as overall team performance. Senior Team Leads are trusted leaders who continuously communicate the company's vision and direction to their team of high performing Team Leads. Senior Team Leads will be the Liaison between the Client and Team Leads stepping in when the OM is not readily available.

Responsibilities and Duties

• Must work on site in Saint John office
• Lead, coach and develop a team of Agents and Team Lead's in all areas related to work performance and career development
• Influence positive employee morale through effective communication and identification of issues for review and/or resolution
• Analyze regular reports to track and trend performance.  Translate analysis into meaningful coaching opportunities for employee
• Apply a collaborative style of coaching to foster employee ownership of performance enhancements and achievement of sales targets (if applicable)
• Proactively propose improvements to the work environment, with particular emphasis on productivity, quality, execution, and team member growth
• Identify and coordinate, with HR and/or Training, additional education as required to improve Agent skill and competency
• Reinforce positive behaviour through appropriate recognition
• Prepare and facilitate effective team meetings
• Support corporate initiatives/ Serve as a mentor to Team Leads
• Onboarding of new team members to the operations teams
• Support various adhoc reports/projects/action plans for the account/client
• Complete/support 360 Coaching/development sessions for the Team Leaders
• Oversee ATL duties to ensure their time is being used effectively
• Assist with the creation of leadership coverage schedules
• Helping to develop or improve processes that will impact the success of the program
• Stepping in for Operations Manager when needed

The above statements describe the general nature and level of work being performed.  This is not intended to be an exhaustive list of all responsibilities and duties required.

qualifications

• High School Diploma or equivalent
• Proven ability coaching and motivating employees in a results-driven environment
• Ability to effectively handle customer escalations in a positive and effective manner
• Exceptional negotiations skills
• Demonstrated ability to adapt quickly and lead effectively in a changing environment
• Ability to develop and maintain highly effective relationships
• Possess strong written and verbal communication skills
• Strong time management and multitasking skills
• Possess solid decision making and influencing skills based on facts and sound judgement
• Basic knowledge of Office 365
• Able to work in a 24 hour, 365 days per year environment
• Satisfactory criminal record check

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud.

How to Identify Recruitment Fraud:

• You receive a message on WhatsApp or another online messaging platform
• You are asked to provide a fee or payment (we will NEVER request payment from candidates)
• Our email communication will only ever come from a domain or domain
• We will never contact you through Gmail or any other free online mail service
• Cross reference the recruiter's name and contact information on LinkedIn or by contacting 
• If you are still unsure call

Cloud5 is the leading communications technology and services provider to customer- centric brands across the Americas. The company's fast, reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5,000 hotels, MDUs, and commercial facilities. Cloud5's award-winning Contact Center combines innovation with skilled, highly-tenured agents to deliver sales and service that add value across any channel. The company's 24/7 Managed Services Division provides outsourced technical strategy, management and monitoring to help customers control operating costs and free up internal resources.