Temporary Associate Team Lead - AMEX

Cloud5 Communications; California; On-site; USD 60,000 - 78,000; Full time

Job summary

Cloud5 Communications is seeking an Associate Team Lead to support Agents and guide them toward Team Lead roles. You will act as an account and process expert, guiding questions, and providing performance insights to foster collaboration and adherence to company policies.

The role emphasizes coaching, strong communication, and the ability to adapt in a changing environment. It requires reliability for 24/7 operations and a focus on team growth and customer success.

Qualifications

• Coaching and influencing others in a results-driven environment.
• Strong written and verbal communication skills.
• Able to adapt to changing environments.
• Experience as a people manager is a plus.
• Criminal record check may be required.

Responsibilities

• Assist Agents with questions on business processes, site concerns, and system inquiries; act as a resource.
• Help influence positive morale through professional, respectful communication and by flagging issues for review and/or resolution.
• Initiate assistance to resolve situations (including customer or operational escalations) by gathering facts, coordinating support, and escalating appropriately.
• Proactively identify improvements to the work environment and business processes, with emphasis on productivity, quality, execution, and team member growth; share recommendations with the Team Lead.
• Reinforce positive behaviour by supporting recognition activities and helping highlight strong performance.
• Participate in and support effective team meetings, huddles, and conference calls as required.
• Answer when scheduled and maintain required proficiency on account tools and procedures.
• Perform other ad hoc duties as assigned.

Skills

Coaching

Communication

Time management

Multitasking

Adaptability

Interpersonal skills

Education

High School Diploma or equivalent

Tools

Microsoft Office 365

Job description

The Associate Team Lead is a development role for employees who have shown interest in progressing into the Team Lead position.. The ATL serves as an account and process expert, supports Agents with questions and system/process guidance, assists with performance insights, helps reinforce a positive, collaborative team environment aligned with company policies, procedures, and initiatives.

Responsibilities and Duties

• Assist Agents with questions on business processes, site concerns, and system inquiries; act as an account “go-to” resource.
• Help influence positive morale through professional, respectful communication and by flagging issues for review and/or resolution.
• Initiate assistance to resolve situations (including customer or operational escalations) by gathering facts, coordinating support, and escalating appropriately.
• Proactively identify improvements to the work environment and business processes, with emphasis on productivity, quality, execution, and team member growth; share recommendations with the Team Lead.
• Reinforce positive behaviour by supporting recognition activities and helping highlight strong performance.
• Participate in and support effective team meetings, huddles, and conference calls as required.
• Answer when scheduled and maintain required proficiency on account tools and procedures.
• Perform other ad hoc duties as assigned.

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

• Positive performance standing.
• Minimum of 3 months tenure with program.
• High School Diploma or equivalent (preferred/asset depending on program needs).
• Demonstrated ability to coach, motivate, and influence others in a results-driven environment (developmental level).
• Strong written and verbal communication skills; sets a professional example in interactions.
• Adapts well to change; able to work effectively in a changing environment.
• Good time management and multitasking skills.
• Basic knowledge of Microsoft Office / Office 365.
• Ability to handle escalations in a positive and effective manner (as applicable to the account).
• Experience as a people manager and/or adult learning experience considered an asset.
• Able to work in a 24 hour, 365 days per year environment (as required by the program).
• Satisfactory criminal record check (as required by the program/client).