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EOC Shift Lead

Company: Tierpoint
Location: Norristown
Posted on: January 17, 2020

Job Description:


The EOC Shift Lead is responsible for providing a quality customer experience to all TierPoint customers while leading and training the employees on their shift to give our clients the best support possible. The EOC Shift lead should be efficient on internal processes, including Incident Management, Severity Notifications, Client Communications, and be competent in the services that we provide our clients. They must provide quality internal and external customer service surrounding the company values, while training others around them with a positive cultured team environment.


* Demonstrate leadership qualities by effectively communicating job expectations, monitoring performance, motivating team members, and performing any coaching, training, or clarifications.

* Complete understanding of client service level agreements and the ability to recognize the importance of, and take action on, priority incidents.

* Accountable for ensuring performance standards and client service agreements are met.

* Acts as the first point of contact for escalated issues from team members on shift, identify root causes and assist employees through to resolution

* Responsible for EOC Tier 1 and 2 performance growth, this is to include coaching, problem solving, workload management, and oversight.

* Help drive performance, efficiency, and quality of work by providing guidance, instruction, direction, and leadership.

* Responsible for the day to day application of organizational policies and procedures.

* Participate in any leadership meetings that may occur outside of normal working hours.

* Ability to interface with customers, peers, and management personnel in a professional, courteous, and polite manner on a consistent basis.

* Update shift notes and transition those to the next shift and the leadership team. This will include any outstanding issues, escalations, or concerns to ensure all parties are aware.

* Handles through to resolution all escalated client issues

* Schedule the shift and process time off requests for team members as needed while ensuring staffing levels and experience are met.

* Monitor and ensure all quality issues, customer complaints, and training items are acknowledged and understood by group.

* Assist team with questions on all accounts by walking them through the documentation and ensuring a complete understanding of the resolution.

* Responsible for ensuring staff has the appropriate level of formal or on-the-job training to effectively perform the duties and responsibilities of their job.

* Maintain professional and upbeat atmosphere.

* Monitor employee performance and communicate with manager to develop action plans for improvement as needed.

* Other duties as assigned.

Additional Responsibilities:

* Daily tracking of ticketing system, including active ticket monitoring.

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

* Weekly and individual training with all personnel including the surveys are kept up to date and all acknowledgements are completed immediately following training.

* Point of contact for customer issues or complaints.

* Acts Incident Manager during Severity Events

* Handles manager on duty duties and any requests that come in on it immediately.

* Other duties as assigned.


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

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

* Have technical knowledge of most of the services that TierPoint provides.

* Engage with shift employees to deploy technical training and understanding of TierPoint services.

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

* Ability to use critical thinking without the aid of a scripted workflow

* Ability to use good judgment and decision-making skills.

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

Qualifications / Requirements

* Associates/Bachelor s Degree in Business Management or equivalent work experience.

* 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.

Working Conditions

* Office environment.


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Equal Opportunity Employer/Veterans/Disabled

Keywords: Tierpoint, Philadelphia , EOC Shift Lead, Other , Norristown, Pennsylvania

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