Call Center Supervisor
About The Position
Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking a Call Center Supervisor to provide oversight for the National Institute of Health (NIH) Call Center at the Center for Information Technology (CIT) in Bethesda, MD. I’ve never heard of Terrestris. What do you do? At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective. So, what will the Call Center Supervisor at Terrestris do? The Call Center Supervisor is responsible for running the day-to-day IT support operation and leading the staff who handle user requests in the administration of telephone support and related services to all institutes of the NIH research community.
Requirements
- Authorization to work in the United States permanently without sponsorship.
- A high school diploma or equivalent.
- Minimum 5 years of call center supervisory experience.
- Strong leadership and team management skills.
- Experience with call monitoring and performance evaluation.
Nice To Haves
- Experience in a medical or hospital call center
- Familiarity with emergency communication procedures
- Experience with Avaya, SPOK, or similar systems
Responsibilities
- Supervise day-to-day call center operations and staff.
- Provide direct oversight of operators and lead operators.
- Monitor calls and provide coaching, feedback, and corrective actions.
- Ensure compliance with emergency communication protocols and call handling procedures.
- Support quality assurance (QA) scoring and monitoring.
- Assist with scheduling and staffing coverage.
- Handle escalations and resolve operational issues.
- Maintain operational logs and reports.
- Support training and onboarding of staff.
Benefits
- We offer outstanding benefits including health, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
Number of Employees
1-10 employees
