Job Details
Job Location: Saint John, NB
Salary Range: Undisclosed
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
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.
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You receive a message on WhatsApp or another online messaging platform
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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.