Call Center Team Lead

North South Consulting Group • Bethesda, MD

2d

About The Position

Act as the frontline leader within the NIH call center, ensuring smooth shift operations and real-time performance management. The Team Lead Operator bridges leadership and staff by coaching operators, resolving escalations, and maintaining service continuity in a fast-paced, high-stakes environment.

Requirements

• U.S. Citizenship (required)
• Experience in call center operations, preferably in healthcare or emergency communications
• Demonstrated leadership or supervisory experience
• Strong decision-making and problem-solving skills under pressure
• Excellent communication and interpersonal abilities
• Familiarity with call center technologies and reporting tools

Responsibilities

• Supervise and support call center operators during assigned shifts
• Monitor real-time call activity, service levels, and response times
• Handle escalated or complex calls, including emergency communications (e.g., Code Blue, signal paging)
• Provide on-the-job coaching, training reinforcement, and performance feedback
• Ensure adherence to call handling procedures, scripts, and protocols
• Assist with quality assurance efforts and reporting metrics
• Support training delivery using a “train-the-trainer” model
• Coordinate with management on staffing, scheduling, and operational issues

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed
• Number of Employees: 11-50 employees