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 current 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 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

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.

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