EOC Team Lead

Overview

The EOC Team Lead is responsible for providing quality customer experience to TierPoint clients while leading and training employees to provide clients an overwhelmingly positive support experience. The EOC Team Lead must be proficient in internal processes, including incident management, severity notifications and definitions and client communications. Team Leads should have a thorough understanding of the services that we provide our clients and will serve as a focus point for internal and client escalations.  

Responsibilities

• Oversees EOC Team Members in the day-to-day execution of operational responsibilities, providing coaching, guidance, problem-solving support, workload coordination, and performance feedback. Ensure team members receive appropriate support, development opportunities, and complete required monthly 1:1 meetings as assigned. 
• Complete understanding of client service level agreements and the ability to recognize and act on priority incidents. 
• Acts as the first point of contact for escalated issues from team members on shift, identify root causes and assist employees through escalation or resolution 
• Respond to client issues, complaints or problems and take necessary action to remediate.  
• Responsible for the day-to-day application of organizational policies and procedures.  
• Ability to interface with clients, peers, and management personnel in a professional manner with consistency. 
• Ensure all quality issues, client complaints, and training items are acknowledged and understood by team members.   
• Assist managers in ensuring staff have the appropriate level of training to effectively perform the duties and responsibilities of their job. 
• Monitor employee performance and communicate with manager to develop action plans for improvement as needed. 
• Ticket Monitoring: Team Leads should be familiar with tickets in queues, assisting to work and resolve stale items and ensure stale tickets and outstanding issues are prevented.  
• Daily tracking of phone queue to ensure customers are serviced within service level agreements. 
• Participates as  Major Incident Escalation Point during shift when Incidents occur.  
• Serve on a rotating on-call schedule for a 1-week period to provide operational support to the team during times when Leadership is not scheduled, including participating in EOC Leadership during Incidents when Leadership is not present. Handles Management escalations and questions when management is not present.   
• Provides quality internal and external customer service surrounding the Company values. 
• Handles and tracks attendance events, not limited to callouts and tardiness of team members.
• Other duties as assigned. 

Qualifications

• Excellent verbal, written, and interpersonal communication skills.
• Strong ability to prioritize, organize, and manage multiple projects simultaneously.
• Ability to work effectively both independently and collaboratively with others.
• Ability to thrive in a fast-paced, team-oriented, and collaborative environment with tight deadlines.
• Professional experience and knowledge sufficient to perform all job responsibilities.
• Proficiency in using MS Office Suite and Windows-based computer applications
• Customer-service focused with a positive, energetic, and professional demeanor. 
• Strong ability to work in a highly sensitive and confidential environment. 
• Ability to meet deadlines and effectively manage high-pressure or sensitive situations. 
• Ability to identify issues and contribute to the development of strategic and tactical plans for department initiatives. 
• Strong judgment, critical thinking, and sound decision-making skills. 
• Proficient in using a PC, keyboard, and other standard office equipment. 

Preferred Experience  

• Prior experience particularly in the data center industry 

Working Conditions  

• Hybrid office/WFH environment

Pay TransparencyTierPoint is committed to practices that promote pay equity and transparency. We provide a compensation range for roles that may be hired in locations with pay transparency law requirements. It’s important to note the pay range may be narrower than displayed, as various factors are used to determine the offered compensation package including skill set, level of experience, geographic locations, and other relevant factors- i.e. budgetary requirements.Pay Range $54,000.00 - $83,829.12

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