Call Center Supervisor

General Infomatics • Bethesda, MD

17h

About The Position

About General Infomatics, Inc. General Infomatics, Inc. is a trusted partner to U.S. government agencies worldwide, delivering program support, healthcare services, strategic technology solutions, and knowledge management under the highest standards of integrity and excellence. At our core, we believe our greatest strength is our people - talented individuals from all walks of life who share a commitment to service. We are especially proud to champion veterans, transitioning personnel, military spouses, and military families, offering meaningful careers where their sacrifice and skills are recognized and valued. Position Summary The Call Center Supervisor is a mid-level supervisory role responsible for the operational performance of assigned shifts in a 24/7 call center supporting the National Institutes of Health (NIH). Reporting directly to the Project Manager, the Supervisor bridges strategic direction and front-line execution - ensuring that team leads and operators meet performance standards, that staffing gaps are addressed in real time, and that escalated issues are resolved efficiently. The Supervisor also serves as the on-call authority for weekend and after-hours operational decisions when the Project Manager is not on site.

Requirements

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• At least Five (5) years of experience as a call center supervisor, preferably in the medical industry.
• Demonstrated ability to manage shift operations and staff performance in a high-volume inbound call center environment.
• Strong communication and interpersonal skills with the ability to lead and motivate diverse teams.
• Availability for on-call coverage, including weekends and after-hours as required by operational needs.
• Ability to handle escalations calmly and effectively under pressure.

Nice To Haves

• Experience in a medical, healthcare, or U.S. government call center environment.
• Familiarity with SPOK, Avaya, or similar telephony and call management platforms.
• Prior experience in a 24/7 or multi-shift operational environment.

Responsibilities

• Supervise daily shift operations, ensuring adequate staffing coverage and adherence to call center protocols across all assigned shifts.
• Serve as the senior on-call point of authority for weekend shifts and after-hours operational decisions.
• Manage and resolve escalated calls and complex service issues, applying sound judgment to de-escalate and document outcomes.
• Monitor real-time call queue metrics, operator performance, and service levels, taking corrective action as needed.
• Provide coaching, feedback, and performance guidance to team lead operators and call center operators.
• Report shift performance, staffing variances, and operational issues to the Project Manager in a timely and accurate manner.
• Support the Project Manager in implementing staffing plans, operational changes, and process improvements.
• Maintain working knowledge of all call center systems and serve as a resource for team leads on procedural and technical questions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED