Call Center Supervisor

CBRE Government & Defense Services•Bethesda, MD

33d•$70,000 - $90,000

About The Position

The Call Center Supervisor provides daily leadership, oversight, and operational control of the Facilities Maintenance Call Center at WRNMMC. This position ensures uninterrupted 24/7/365 operations in a high reliability healthcare environment supporting critical patient care areas, life safety systems, and essential infrastructure. The Supervisor manages dispatch operations for routine, urgent, and emergency work requests; ensures compliance with contract and performance requirements; oversees call center personnel; and maintains exceptional customer service standards. The Call Center receives and processes all service requests on a 24/7/365 basis, ensuring work is initiated, prioritized, and scheduled in accordance with Emergency, Urgent, and Routine classifications.

Requirements

High School Diploma or equivalent education required
Bachelor's degree in related field preferred
3-5 years' experience in call centers, dispatch, or facilities operations
1-2 years supervisory or leadership experience
1-2 experience supervising union employees and working within CBA environments, including scheduling, coverage management and correction action processes
Experience supporting 24/7 operations preferred.
Strong knowledge of emergency dispatch procedures and escalation protocols.
Proficiency with CMMS platforms.
Advanced proficiency in Microsoft Office Suite; experience with Microsoft Lists preferred.
Ability to obtain and maintain required security clearance and base access.
Strong leadership and decision‑making skills.
Ability to remain calm under high‑pressure emergency situations.
Excellent verbal and written communication skills.
High attention to detail and organizational discipline.
Strong situational awareness and critical thinking.
Integrity, professionalism, and customer‑focused mindset.
Ability to manage difficult interactions with composure.
Strong work ethic and team‑oriented approach.
Commitment to operational excellence in a healthcare environment.

Nice To Haves

Experience supervising union employees and working within Collective Bargaining Agreements (CBAs).
Experience in healthcare or mission‑critical facilities.
Familiarity with Joint Commission standards.
Knowledge of HVAC, plumbing, electrical, and utility systems.
Experience supporting federal or DoD contracts.
Strong work ethic and team‑oriented approach.
Commitment to operational excellence in a healthcare environment.