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    EOC Team Lead - St Louis, United States - Tierpoint

    Tierpoint
    Tierpoint St Louis, United States

    3 weeks ago

    Default job background
    Description

    Overview:
    The EOC Team Lead

    is responsible for

    both

    providing

    a quality customer experience to TierPoint clients

    and

    guiding our

    employees

    to

    provide

    those same

    clients

    an overwhelmingly positive support experience. The EOC Team lead must be proficient in internal processes

    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

    c

    ompany values.
    Directly assigned EOC Analysts, Specialists and Systems Engineers for bi-monthly one-on-ones, which i

    nclude coaching, problem solving, workload management, and oversight.
    While on shift expected to support

    all levels of employees,

    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 outstanding issues are prevente

    d and high priority work is handled appropriately.
    Acts as the first point of contact for escalated issues from team members on shift,

    identif

    ies

    root causes and

    assist

    s

    employees through escalation or resolution

    .
    Personally,

    tend

    s

    to client issues, complaints or problems and take

    s

    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

    s

    all quality issues, client complaints, and training items are acknowledged and understood by team members.?
    Assist

    s

    managers in ensuring staff

    has

    the

    appropriate level

    of training to effectively perform the duties and responsibilities of their job.
    Monitor

    s

    employee performance and communicate

    s

    with manager to develop action plans for improvement as needed.
    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:
    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

    Working Conditions

    Office environment

    #LI-EW1

    #J-18808-Ljbffr
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