EOC Team Lead

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.

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.