Saint John, NB E2J 1M5; Moncton, NB E1C 0W2; Toronto, ON M9C 5L6

Overview
High School
PURPOSE
The Support Team Leader acts as the primary leader and coach for an assigned team of Associate Team Leaders across both Voice and Mobile departments in all three locations. The role is designed to strengthen leadership capability, improve coaching quality and create greater consistency in how performance, development and operational expectations are managed across teams and locations. The Support Team Leader will be responsible for developing Associate Team Leaders (ATLs), Coaches and leadership backfills while identifying broader development opportunities at both the support team and agent level. Through data-driven coaching, structured development and cross-site collaboration, this role will help create a stronger and more consistent leadership across the organization. The Support Team Leader will report to one Operations Manager.

Responsibilities and Duties
ATL and Leadership Development

Conduct monthly ATL calibration and development sessions to strengthen coaching quality, leadership capability and consistency.

Coach and onboard newly promoted ATLs, Coaches and leadership backfills.

Create and maintain individual development plans focused on leadership capability, coaching effectiveness and productivity.

Use available performance and interaction data to identify development opportunities at both the ATL and agent level.

Support succession planning by identifying emerging talent and developing readiness for future Coach, ATL and TL opportunities.

Support scheduling and coverage requirements across the support structure.

Supervisor Call management, including tracking, appropriate handling, ownership and training.

Upskilling & Knowledge Management

Design, maintain and continuously improve an ATL and Coach upskilling curriculum.

Identify recurring knowledge and capability gaps and create targeted learning interventions to address them.





Create and facilitate second-team leadership/development meetings for agents using reporting and performance data to determine relevant topics.

Performance Excellence

Review reporting, productivity trackers and other available performance data to identify recurring coaching opportunities at both the agent and ATL level.

Develop targeted action plans to address identified performance gaps.

Facilitate focused development sessions, small-group coaching and individual 1:1 coaching with agents where appropriate.

Partner with Team Leaders and operational leadership on execution and follow-through of performance action plans.

Support ATLs in moving from identifying a performance metric to understanding and coaching the specific behaviors driving the result.

Operational Consistency

Ensure consistent application of policies and processes

Drive adoption of changes and new initiatives

Reduce silo type practices to support a “one team” mentality

qualifications

High School Diploma or equivalent

Minimum 6 months in an Associate Team Leader or Team Leader role

Proven ability coaching and motivating employees in a results-driven workplace

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

Other Requirements

Ability to work in a 24-hour, 365-day operational environment.

Satisfactory criminal record check.

This role is expected to function as a Team Lead on an ongoing basis and will transition into training responsibilities as business needs dictate, ensuring operational coverage while supporting employee learning and development initiatives.

#J-18808-Ljbffr

📌 Team Lead - Support (Ontario)
🏢 Cloud5 Communications
📍 Ontario