Support Team Leadership & Development Lead

Cloud5 Communications; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

Cloud5 Communications in Toronto, ON seeks a Support Team Leader to mentor Associate Team Leaders across Voice and Mobile. You will lead development plans, coach leadership talent and ensure consistent performance coaching across locations.

Reporting to an Operations Manager, the role emphasizes data-driven coaching, cross-site collaboration and backfill leadership readiness to sustain 24/7 operations.

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.
• Able to work in a 24 hour, 365 days per year environment.
• Satisfactory criminal record check.

Responsibilities

• ATL and Leadership Development: Conduct monthly ATL calibration and development sessions to strengthen coaching quality, leadership capability and consistency.
• Onboard and coach newly promoted ATLs, Coaches and leadership backfills.
• Create and maintain individual development plans focused on leadership capability, coaching effectiveness and productivity.
• Use performance data to identify development opportunities at ATL and agent level.
• Support succession planning by identifying talent for future leadership opportunities.
• Support scheduling and coverage across the support structure.
• Oversee supervisor call management, tracking and training.
• Upskilling & Knowledge Management: Design and maintain ATL and Coach upskilling curriculum.
• Identify gaps and create targeted learning interventions to address them.
• Lead second-team leadership meetings using reporting data to determine topics.
• Performance Excellence: Review reporting and productivity trackers to identify coaching opportunities.
• Develop targeted action plans to address performance gaps.
• Facilitate 1:1 coaching with agents.
• Partner with leadership on execution of performance plans.
• Help ATLs convert metrics into actionable behaviors.
• Operational Consistency: Ensure consistent application of policies and processes.
• Drive adoption of changes and new initiatives.
• Reduce siloes to promote a one-team mentality.

Skills

Coaching

Leadership

Communication

Time management

Decision making

Relationship building

Adaptability

Negotiation

Team leadership

Office 365

Education

High School Diploma or equivalent

Tools

Office 365

Job description

Cloud5 Communications in Toronto, ON seeks a Support Team Leader to mentor Associate Team Leaders across Voice and Mobile. You will lead development plans, coach leadership talent and ensure consistent performance coaching across locations.

Reporting to an Operations Manager, the role emphasizes data-driven coaching, cross-site collaboration and backfill leadership readiness to sustain 24/7 operations.