Emergency Call Center Project Manager

Terrestris Global Solutions•Bethesda, MD

20d

About The Position

We are seeking an experienced and highly organized Emergency Call Center Project Manager to provide full lifecycle oversight of a high-volume, 24/7/365 emergency call center supporting the National Institutes of Health (NIH). This role serves as the primary point of contact for the program and is responsible for ensuring operational excellence, compliance, and continuous improvement across all call center functions. 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. As an Emergency Call Center Project Manager, you will lead and oversee all aspects of a high-volume, 24/7/365 emergency call center operation, serving as the primary point of contact for the program. You will be responsible for managing staffing, scheduling, and workforce coverage to ensure seamless service delivery, while monitoring performance against key metrics such as KPIs, AQLs, and service level requirements. In this role, you will drive quality assurance initiatives, implement continuous improvement strategies, and ensure compliance with all operational and security standards. You will also develop and maintain critical program plans, including quality control, staffing, and training plans, while leading reporting, stakeholder communications, and escalation management to support mission-critical operations. Hours for this role are M-F, 8 hours per day plus breaks covering 8am – 5pm.

Requirements

Authorization to work in the United States permanently without sponsorship.
High school diploma (minimum)
Minimum 5 years of call center management experience
Minimum 10 years of customer service experience
Experience managing inbound call center operations
Demonstrated experience in staff supervision and performance management
Strong communication and organizational skills

Nice To Haves

Bachelor’s degree
Experience in a medical or healthcare call center environment
Experience with Avaya and/or SPOK systems
Experience with quality assurance and performance metrics programs
Experience managing large-scale, 24/7 operations

Responsibilities

Serve as the primary point of contact for the program.
Provide full program oversight of 24/7/365 call center operations.
Manage staffing, scheduling, and workforce coverage across all shifts.
Oversee performance against AQLs, KPIs, and service level requirements.
Develop and maintain the Quality Control Plan (QCP), Staffing Plan, and Training Plan.
Lead quality assurance, call monitoring, and continuous improvement efforts.
Prepare and deliver Monthly/weekly status reports.
Prepare and deliver briefings and program updates.
Manage risk, issue resolution, and escalation handling.
Ensure compliance with all operational, security, and performance requirements.
Coordinate training using train-the-trainer approach.
Lead meetings and maintain documentation.

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume