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.

Provides quality internal and external customer service surrounding the company values.
• Directly assigned EOC Analysts, Specialists and Systems Engineers for bi-monthly one-on-ones, which include 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 prevented and high priority work is handled appropriately.
• Acts as the first point of contact for escalated issues from team members on shift, identifies root causes and assists employees through escalation or resolution.
• Personally, tends to client issues, complaints or problems and takes 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.
• Ensures all quality issues, client complaints, and training items are acknowledged and understood by team members.
• Assists managers in ensuring staff has the appropriate level of training to effectively perform the duties and responsibilities of their job.
• Monitors employee performance and communicates 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.

• 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

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