Call Center Supervisor

Resolution Think•Bethesda, MD

1d•Onsite

About The Position

Resolution Think LLC is an 8(a), EDWOSB, WOSB, and HUBZone-certified federal contractor providing exceptional administrative, clinical, and professional services to federal agencies nationwide. We are committed to delivering outstanding customer service and mission support to our military and civilian partners. We are seeking a highly skilled and detail-oriented Call Center Supervisor to support the National Institute of Health. The contact center is open 7 days per week, 24 hours per day including government holidays. This is a full-time, fully on site role with no remote capabilities. Position Summary Provides direct oversight of daily operations ensuring adherence to procedures, performance standards, and emergency protocols.

Requirements

Education: High school diploma
Experience: 5+ years supervisory experience in a call center setting
Candidates must meet all applicable background investigation and/or drug screening requirements as a condition of employment

Nice To Haves

Flexibility to meet any and all scheduling requirements
Healthcare or emergency communications experience

Responsibilities

Provide leadership and oversight to call center staff across multiple shifts, ensuring consistent performance and coverage
Oversee timely and accurate execution of emergency paging and inbound inquiries, maintaining strict adherence to protocols
Monitor real-time call center performance metrics and proactively address service level gaps
Conduct regular call quality reviews, delivering targeted coaching and performance feedback to improve service delivery
Support training initiatives and onboarding processes to ensure staff are fully prepared and aligned with operational standards
Develop and maintain staffing schedules to ensure optimal coverage and operational efficiency

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