Call Center Supervisor
ITCON Services · Bethesda, MD · 3 mo ago
On-siteCustomer ServiceFull-time
What You'll Do
- Run the day-to-day IT support operations of the NIH Call Center, ensuring seamless administration of telephone support and related services across all NIH institutes
- Lead and develop staff who handle user requests, fostering a culture of accountability, professionalism, and continuous improvement
- Direct round-the-clock call center operations, ensuring uninterrupted emergency communication services for the NIH research community
- Guarantee a 100% success rate for all "No-Fail" clinical dispatches, including Code Blue, Brain Code, and STAT pages
- Enforce strict quality control standards, maintaining a 10-second speed of answer for all emergency codes and 15 seconds for general inquiries
- Monitor and manage Avaya and SPOK systems to ensure optimal platform performance and reliability
- Jointly review and score operator calls on a monthly basis to maintain and elevate quality levels
- Deliver comprehensive training and coaching on medical terminology, emergency protocols, and call handling procedures
- Serve as essential personnel, maintaining on-site presence during holidays, emergencies, and inclement weather
What You Bring
- 5+ years of call center supervisory experience
- Demonstrated ability to lead teams in a high-pressure, time-critical environment
- Experience overseeing IT support or telephone administration operations preferred
- Strong knowledge of quality control practices and performance monitoring in a call center setting
- Familiarity with Avaya and/or SPOK platforms preferred
- Excellent communication, coaching, and interpersonal skills
- Commitment to serving as essential personnel, including nights, weekends, holidays, and during inclement weather
- U.S. Citizenship required
- Ability to obtain and maintain a Tier 2 (Public Trust) clearance
- Preferred Qualifications: Experience in the medical or federal healthcare industry, familiarity with clinical dispatch protocols, including Code Blue, Brain Code, and STAT paging procedures
Education Requirements
- A high school diploma or equivalent required
Additional Requirements
- These are essential personnel positions supporting life-critical NIH emergency communications.
- All personnel must successfully complete a Tier 2 Public Trust background investigation.
- On-site presence at the NIH facility in Bethesda, MD is required at all times — remote work is not available for this role.