Emergency Response Team Leader (Contact Center)

Job Description ECCO Gulf Majorel Qatar is seeking a dedicated and experienced Emergency Response Team Leader to join team in Qatar. As a pivotal member of our compliance and safety division, you will lead our emergency response initiatives, ensuring the safety and well‑being of our personnel and facilities. This role requires a proactive leader with a strong background in emergency management and crisis response.

Responding to emergency calls and coordinating 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.

Required Profile We are looking for an experienced professional with a proven track record in leadership roles, particularly in emergency response and safety management. The ideal candidate will possess the following qualifications and skills :

Diploma or Bachelor’s degree Business management, IT, or relevant field.

3 years

of extensive experience in emergency response and crisis management.

Strong leadership and team management skills.

Ability to lead change and motivate employees to develop their skills.

Strong analytical and problem‑solving abilities.

Ability to work effectively within a team environment.

Excellent communication and interpersonal skills.

Strong skills in customer engagement and service.

Proficiency

in

English

reading, writing, and conversation.

Strong planning and time management abilities.

Ability to motivate and manage staff performance.

Ability to address challenges and propose suitable solutions.

Fluency in

Arabic

is

mandatory

Preferably

born and raised in Qatar

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