Call Center Lead Operator

TISTA Science and Technology Corporation•Rockville, MD

23h•Onsite

About The Position

TISTA Science and Technology is seeking a Call Center Lead Operator to join our growing team.The Call Center Lead Operator serves as the senior on‑shift resource, providing real‑time guidance to Call Center Operators and acting as the first escalation point for complex or high‑priority calls, including emergency and No‑Fail Tasks. At TISTA, you’ll do meaningful, mission‑driven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We’re proud to serve and hire Veterans, and we put people first in everything we do. TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Professional development reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

Requirements

Minimum three (3) years of call center experience, preferably in healthcare, hospital, or emergency communications.
Experience handling complex or time‑sensitive calls.
Ability to perform emergency and No‑Fail Tasks accurately.
Experience providing peer guidance or informal leadership.
Familiarity with telephony or paging systems; AVAYA and/or SPOK experience preferred.
Strong decision‑making skills under pressure.
High school diploma or equivalent required.
Ability to obtain and maintain a Tier 2 Public Trust.

Nice To Haves

Prior experience as a shift lead or senior operator.
Experience supporting Code Blue or rapid response environments.
Five (5) years of experience as a call center supervisor, preferably in the medical industry.

Responsibilities

Perform all Call Center Operator duties while providing on‑shift leadership and escalation support.
Execute and support No‑Fail Tasks with 100% accuracy, including: Signal Paging and Emergency Paging Code Blue Emergencies STAT Paging (EKG, Respiratory) Rapid Response Team dispatch Operating Room and Organ Transplant paging Fire Paging, Brain Code, and DART activations
Monitor real‑time call activity and ensure adherence to established protocols.
Provide on‑the‑job coaching and guidance to Call Center Operators.
Support call monitoring, documentation, and quality observations.
Assist with SPOK on‑call schedule management and profile updates.
Support accuracy of SPOK and AVAYA databases.
Escalate operational issues to the Call Center Supervisor as required.