TierPoint LLC Enterprise Operations Center Technician Team Lead 14715 in ST. Louis, Missouri
The EOC Shift Lead is responsible for providing a quality customer experience to Company clients while leading and training employees in order to provide clients an overwhelmingly positive support experience. The EOC Shift 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 * Responsible for EOC Tier 1 and 2 performance growth, this is to include coaching, problem solving, workload management, and oversight. * 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 * 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. * Assist with scheduling, payroll, coverage and hiring process. * 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. * Handles Incident Manager duties during Severity Events when needed, can train on Incident Management process and be the escalation point during severity events. * Handles Management escalations and questions when management is not present. * Other duties as assigned. Qualifications/Requirements 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 multitask in a fast-paced work environment. * Ability to work both independently and with others. * Ability to operate in a fast moving, team-oriented, collaborative environment with tight deadlines. TierPoint is committed to reviewing the talents and experience of each applicant compared to the specific job opening. TierPoint believes that all persons are entitled to equal employment opportunity and does not discriminate against its employees or applicants because of race, color, religion, sex, national origin, ancestry, age, marital status, disability, pregnancy, protected medical condition, military or veteran status, genetic information, or any other protected status covered by applicable local, state or federal law. We give full consideration to qualified disabled individuals. If you have a disability and are unable to use our employment tools to search for opportunities with us, you may request a reasonable accommodation. This option is reserved for candidates who need support applying to TierPoint as the result of a disability, and not intended for other use. All candidates and employees are required to abide by this policy.Employer's Job# 31013Please visit job URL for more information about this opening and to view EOE statement.