Call Center Team Leader (Emergency Response)

Overview

ECCO Gulf Majorel Qatar is seeking an experienced Call Center Team Leader (Emergency Response) to lead the day-to-day operations of the Emergency Response team, provide leadership and guidance, ensure adherence to emergency response protocols, and maintain high standards of service delivery.

Responsibilities

• Lead, mentor, and develop a team of Emergency Response Coordinators to meet performance targets.
• Respond to emergency calls and coordinate with specialized teams to provide 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.

Required Profile

Seniorities and Employment

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