Senior Team Lead

Position Summary

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 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

• Minimum 35 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.

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Cloud5 is the leading communications technology and services provider to customer- centric brands across the Americas. The companys fast reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5000 hotels MDUs and commercial facilities. Cloud5s award-winning Contact Center combines innovation with skilled highly-tenured agents to deliver sales and service that add value across any channel. The companys 24/7 Managed Services Division provides outsourced technical strategy management and monitoring to help customers control operating costs and free up internal resources.