Call Center Supervisor

INflow Federal • Bethesda, MD

1d

About The Position

At INflow Federal, your work is more than a job - it’s a journey in innovation. With opportunities to work on high-impact projects, access to the latest technologies, and a culture that thrives on creativity and collaboration, INflow is where your expertise can truly make a difference.
The mission of this program is science in pursuit of fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to extend healthy life and reduce the burdens of illness and disability. The mission of the program is to provide, coordinate, and manage information technology and to advance computational science. In this role, you will support a Call Center that receives and facilitates over 200,000 calls per year.

Role Overview
The Call Center Supervisor will oversee the daily operations of a high-volume inbound call center and provide leadership to a team of call center operators. This role is responsible for ensuring efficient call handling, maintaining service quality standards, and supporting staffing strategies within a fast-paced operational environment.
The Supervisor will serve as the first line of leadership for the call center team, ensuring operators are supported, trained, and equipped to provide high-quality customer service while maintaining operational performance standards.

Requirements

• 8+ years of progressive customer service experience
• 5+ years of experience in a supervisory or team lead role within a call center
• Experience supporting inbound call operations
• Strong leadership and team management skills
• Excellent communication and organizational abilities
• Bachelor’s degree preferred - High school diploma or equivalent may be considered with relevant experience.
• No clearance required to start - Must be able to obtain a Public Trust clearance.
• Experience working in a 24/7 call center environment
• Must have valid driver’s license and transportation.
• Candidate must have the ability to lift up to 50 lbs.
• Please note that INflow Federal is a defense contractor. Pursuant to our government contracts, candidates must be US Citizens to be considered for employment.
• Must have willingness to perform duties not listed in the job description as required by INflow and our customer.

Nice To Haves

• Familiarity with enterprise call center platforms such as Avaya or SPOK
• Experience in healthcare or other high-volume customer support environments

Responsibilities

• Supervise and support a team of call center operators handling inbound calls
• Assist with staffing coordination and scheduling within a 24/7 call center environment
• Monitor call center performance and ensure service standards are maintained
• Provide coaching, mentoring, and performance feedback to team members
• Support process improvement initiatives and operational best practices
• Ensure accurate documentation and reporting of call center activities
• Communicate operational updates and issues to leadership
• Promote a collaborative team environment and support employee development
• Ensure operators follow established procedures, call scripts, and escalation protocols

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level