Call Center Team Lead

Terrestris Global Solutions • Bethesda, MD

8d • Onsite

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 Team Lead to provide direct supervision 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 Team Lead at Terrestris do? The Call Center Team Lead serves as the frontline supervisor and technical escalation point for IT support operations. Hours for this role are M-F, (8) hours per day plus breaks covering one of three shift options (7am - 4p, 3pm - 11pm, 11pm - 7am). What does a typical day look like for the Call Center Team Lead? You will: Act as shift lead during assigned hours. Handle complex and priority calls, including emergency paging. Provide real-time support to call center operators. Ensure proper execution of emergency paging (Code Blue, fire, etc.) and directory and information services. Assist supervisor with oversight of shift performance. Train and mentor junior operators. Maintain logs, call records, and system updates. Ensure adherence to all SOPs and protocols.

Requirements

• Authorization to work in the United States permanently without sponsorship.
• High school diploma or equivalent.
• Minimum 3 years call center experience.
• Ability to handle high-pressure and emergency situations.
• Strong communication and problem-solving skills.

Nice To Haves

• Prior lead or supervisory experience.
• Experience in healthcare or emergency communications.
• Familiarity with call center systems (Avaya/SPOK).

Responsibilities

• Act as shift lead during assigned hours.
• Handle complex and priority calls, including emergency paging.
• Provide real-time support to call center operators.
• Ensure proper execution of emergency paging (Code Blue, fire, etc.) and directory and information services.
• Assist supervisor with oversight of shift performance.
• Train and mentor junior operators.
• Maintain logs, call records, and system updates.
• Ensure adherence to all SOPs and protocols.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees