Job Description:

EOC Team Lead

Job Locations

US-PA-Norristown | US-MO-St. Louis

Overview

The EOC Team Lead is responsible for providing a quality customer experience to TierPoint clients while leading and training employees in order 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

Provides quality internal and external customer service surrounding the Company values.
• Responsible for direct reports within EOC analysts and specialists and their performance growth, this is to include coaching, problem solving, workload management, and oversight.


• While on shift, expected to support analyst and specialists whether they are a direct report or not.


• Complete understanding of client service level agreements and the ability to recognize and act on priority incidents.


• Proactively manages the queue to ensure stale tickets and outstanding issues are prevented.


• 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


• Personally, tend 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 has 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 queue, assisting to work and resolve stale items.


• Daily tracking of phone queue to ensure customers are being serviced within service level agreements.


• Participates as Communication Manager during shift when Incidents occur.


• Handles Management escalations and questions when management is not present.


• Other duties as assigned.

Qualifications

• Customer service focused and portrays energy, professionalism and welcoming characteristics.


• Strong ability to work in a highly sensitive and confidential environment.


• Ability to meet deadlines and handle sensitive and pressured situations.


• Ability to identify issues and help develop strategy and tactical plans for various department initiatives


• Ability to use good judgment and decision-making skills


• Ability to use a PC, keyboard, and other standard office equipment

Qualifications / Requirements

• Adequate professional experience and knowledge to perform Job Responsibilities


• Excellent verbal, written, and interpersonal skills


• Ability to prioritize and organize effectively


• Ability to work on multiple projects simultaneously


• Ability to work both independently and with others


• Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines


• Proficiency in using MS Office Suite and Windows-based computer applications

Preferred Experience

• Prior experience particularly in the data center industry


• ScienceLogic Monitoring Platform


• Prior experience in ServiceNow
  
  

Working Conditions

• Office environment