Call Center Team Lead
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 Team Lead to support the National Institute of Health contact center. 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: 3+ years of team lead 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 shift leadership, ensuring smooth operations and effective team coordination
- Enforce compliance with established emergency protocols and response procedures
- Support call quality monitoring and contribute to training and development initiatives
- Manage and resolve escalated issues in a timely, professional manner
- Ensure accuracy and integrity of data across systems and documentation
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1-10 employees
