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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
Apply now

A big team is looking forward to you. Apply here!

ECCO Gulf Majorel Qatar | Human Resources | Taha Fathi Soukrab


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