Job Description

Job Location Saint John, NB E2J 1M5

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

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.

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 @Cloud5.com domain or @msg.paycomonline.com 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 corphr@cloud5.com
• If you are still unsure call 1 (877) 241-2516

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.