Call Center Team Leader (Emergency Response)

Overview

ECCO Gulf Majorel Qatar is seeking an experienced Call Center Team Leader (Emergency Response) for our team. This role is pivotal in ensuring the efficient operation of our center, providing leadership and guidance to a team of dedicated professionals. The successful candidate will be responsible for managing the day-to-day activities of the team, ensuring that all emergency response protocols are adhered to and that service delivery meets the highest standards.

Responsibilities

• Lead, mentor, and develop a team of Emergency Response Coordinators to ensure they meet performance targets.
• Respond to emergency calls and coordinate with the specialized teams to provide the necessary support.
• Lead and manage the emergency response team, ensuring readiness and effective response to emergencies.
• Monitor daily activities and performance of the Operations Center.
• Oversee performance and productivity within the operations center.
• Track and evaluate staff performance.
• Manage attendance records for shift employees.
• Prepare analytical and performance reports.
• Manage escalation processes within the operations center for complex or critical cases.
• Coordinate with internal departments and external stakeholders as needed.
• Monitor display screens and operational dashboards within the center.
• Ensure continuous communication with departments, sections, and external entities.
• Issue daily, weekly, and monthly reports related to performance and activities.
• Ensure adherence to all systems, procedures, and standards related to operational quality.
• Maintain information security and ensure that ministry data is not shared with any unauthorized parties.
• Participate in internal and external meetings with relevant departments and agencies.
• Handle emergency alerts and notifications received from the Unified Operations Center.
• Follow emergency communication protocols through dedicated response systems and channels.
• Coordinate with related departments and units within the ministry during event or crisis management.
• Collaborate with external authorities when managing incidents and emergencies.
• Handle incoming cases or complaints, ensuring they are properly documented and addressed.
• Escalate high-priority alerts or complaints to the appropriate entities as needed.
• Coordinate among various parties to ensure timely response and resolution.
• Perform any other related duties as assigned.

Qualifications

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