Call Center Lead Operator

What You'll Do

• Act as shift lead during assigned hours, serving as the primary point of accountability for call center operations
• Handle complex and priority calls, including emergency paging for Code Blue, fire, and other critical incidents
• Provide real-time support and guidance to call center operators throughout each shift
• Ensure proper execution of emergency paging protocols and directory and information services
• Assist the supervisor with oversight of shift performance and quality standards
• Train and mentor junior operators on call handling procedures, medical terminology, and emergency protocols
• Maintain accurate logs, call records, and system updates in accordance with established SOPs
• Ensure strict adherence to all standard operating procedures and protocols

What You Bring

• 3+ years of call center experience
• Ability to handle high-pressure and emergency situations with composure and accuracy
• Strong communication and problem-solving skills
• U.S. Citizenship required
• Ability to obtain and maintain a Tier 2 (Public Trust) clearance

Preferred Qualifications

• Prior lead or supervisory experience in a call center environment
• Experience in healthcare or emergency communications
• Familiarity with Avaya and/or SPOK call center platforms

Education Requirements

• A high school diploma or equivalent

Additional Requirements

• All personnel must successfully complete a Tier 2 Public Trust background investigation
• On-site presence at the NIH facility in Bethesda, MD is required — remote work is not available for this role

Pay

Compensation details are not specified in the job posting.

Schedule

• 7:00 AM - 4:00 PM
• 3:00 PM - 11:00 PM
• 11:00 PM - 7:00 AM