Call Center Supervisor

HEITECH SERVICES • North Bethesda, MD

8h • Onsite

About The Position

The Call Center Supervisor provides shift-level leadership and operational control for the NIH CIT Emergency Call Center. This role supervises staff, helps maintain 24/7/365 coverage, monitors service levels and quality, supports training and coaching, and ensures timely, accurate handling of no-fail emergency pages, general information calls, and supporting database/log activities.

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 experience supporting NIH, HHS, hospitals, academic medical centers, or other emergency paging/switchboard environments.
• Experience with code-call workflows, service-level monitoring, and shift scheduling.
• Experience in bilingual support, TTY support, interpreter-service coordination, or similar public-facing service models is a plus.

Responsibilities

• Provide day-to-day shift supervision and coordination of call center personnel.
• Monitor service levels, staffing, adherence, and workflow to maintain required coverage and performance metrics.
• Review and score call activity with Government leadership as part of the Quality Control Plan and coach staff based on observations.
• Support training, retraining, and just-in-time coaching for lead operators and operators.
• Oversee accurate completion of logs, schedules, reports, and database updates in the AVAYA/SPOK environment.
• Coordinate issue escalation, operational changes, and staffing adjustments with the Project Manager and Government stakeholders.
• Support continuity of operations during leave, absences, surges, and transition periods.

What This Job Offers

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