Call Center Lead Operator

HEITECH SERVICES • North Bethesda, MD

2d • Onsite

About The Position

The Call Center Lead Operator serves as a senior operator and weekend shift lead within the NIH CIT Emergency Call Center. This role performs complex operator functions, supports no-fail emergency and signal paging tasks, assists with schedule and profile updates in SPOK, and provides peer guidance and escalation support to operators during weekend routine and high-priority call activity.

Requirements

• High school diploma or equivalent required.
• Five (5) years of experience as a call center supervisor, preferably in the medical industry.
• Demonstrated supervisory experience in a high-volume or time-sensitive call-center environment.
• Ability to coach staff, monitor quality, and manage workloads across shifts.
• Working knowledge of telephony systems and customer service metrics; AVAYA/SPOK experience preferred.
• Strong communication, composure, and decision-making skills in urgent or no-fail situations.
• Ability to obtain and maintain a Tier 2 Public Trust background investigation and HSPD-12/PIV access.
• Ability to comply with HHS/NIH Rules of Behavior, annual security/privacy awareness requirements, and role-based training requirements applicable to the position.
• Ability to work on Government facilities in Bethesda, Maryland, in support of a 24/7/365 essential-services operation.

Nice To Haves

• Prior weekend shift-lead experience in an essential-services or emergency-support environment
• Prior experience in emergency paging, hospital switchboard, or mission-critical customer contact operations.
• Experience with AVAYA, SPOK, or similar call-routing and paging systems.

Responsibilities

• Receive and initiate telephone calls, activate pages, and make overhead paging announcements in accordance with NIH procedures.
• Support no-fail emergency activities including Signal Paging, Code Blue, Fire, STAT, DART, and related call workflows.
• Assist with NIH general information inquiry calls, directory support, long-distance and international calling assistance, and teleconferencing support.
• Support TTY and language interpreter workflows, including use of CYRACOM and NexTalk-enabled stations.
• Update on-call schedules, institute records, profiles, and billing/reference information in SPOK and related systems.
• Provide peer coaching, on-shift guidance, and issue escalation support to operators.
• Help maintain logs, reports, and quality-related documentation accurately and on time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees