Abrar Admin

North South Consulting Group

<div>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.<h3 class="jobSectionHeader">
Key Responsibilities</h3><ul><li>
Supervise and support call center operators during assigned shifts</li><li>
Monitor real-time call activity, service levels, and response times</li><li>
Handle escalated or complex calls, including emergency communications (e.g., Code Blue, signal paging)</li><li>
Provide on-the-job coaching, training reinforcement, and performance feedback</li><li>
Ensure adherence to call handling procedures, scripts, and protocols</li><li>
Assist with quality assurance efforts and reporting metrics</li><li>
Support training delivery using a &ldquo;train-the-trainer&rdquo; model</li><li>
Coordinate with management on staffing, scheduling, and operational issues</li></ul><h3 class="jobSectionHeader">
Required Qualifications</h3><ul><li>
U.S. Citizenship (required)</li><li>
Experience in call center operations, preferably in healthcare or emergency communications</li><li>
Demonstrated leadership or supervisory experience</li><li>
Strong decision-making and problem-solving skills under pressure</li><li>
Excellent communication and interpersonal abilities</li><li>
Familiarity with call center technologies and reporting tools</li></ul>
DMDVqVxvKw</div>

Call Center Team Lead

<div>Serve as the first point of contact for the NIH community, delivering critical communication and support services. 
 
Operators are essential personnel responsible for handling calls, dispatching emergency communications, and ensuring accurate, timely information flow in a 24/7 environment.<h3 class="jobSectionHeader">
Key Responsibilities</h3><ul><li>
Answer and initiate telephone calls in a professional and timely manner</li><li>
Dispatch and manage paging systems, including emergency alerts (e.g., Code Blue)</li><li>
Provide general information and assistance to NIH staff and stakeholders</li><li>
Update and maintain call center databases and systems</li><li>
Perform basic troubleshooting for equipment and software issues</li><li>
Follow established protocols for call handling, escalation, and documentation</li><li>
Participate in ongoing training and performance evaluations</li></ul><h3 class="jobSectionHeader">
Required Qualifications</h3><ul><li>
U.S. Citizenship (required)</li><li>
Strong communication and customer service skills</li><li>
Ability to remain calm and effective in high-pressure situations</li><li>
Basic technical proficiency with computer systems and call center tools</li><li>
Attention to detail and accuracy in data entry and communication</li><li>
Willingness to work on-site in a 24/7 shift environment (including holidays)</li></ul>
9aSDTCHJex</div>

Call Center Operator (All Shifts)

<div>Lead a mission-critical, 24/7/365 call center operation supporting the National Institutes of Health (NIH) research community. As the primary interface between government leadership and operations, the Project Manager ensures seamless service delivery, operational excellence, and continuous improvement across all technical areas&mdash;call center support, management, and transition services.<h3 class="jobSectionHeader">
Key Responsibilities</h3><ul><li>
Serve as the primary liaison between the Contracting Officer&rsquo;s Representative (COR) and the contractor team</li><li>
Provide strategic leadership and oversight for a high-volume, mission-essential call center</li><li>
Ensure delivery of all contract requirements, including performance metrics, reporting, and staffing</li><li>
Oversee development and execution of:<ul><li>
Management Plan</li><li>
Quality Control Plan</li><li>
Transition Plan</li></ul></li><li>
Monitor service levels, staffing models, and operational performance</li><li>
Deliver monthly status reports, financial summaries, and final contract reports</li><li>
Lead continuous improvement initiatives based on quality assurance and call monitoring data</li><li>
Ensure compliance with federal regulations, security policies, and NIH standards</li></ul><h3 class="jobSectionHeader">
Required Qualifications</h3><ul><li>
U.S. Citizenship (required)</li><li>
Proven experience managing large-scale call center or service desk operations</li><li>
Strong leadership, communication, and stakeholder management skills</li><li>
Experience with federal contracts, FAR regulations, or similar environments</li><li>
Ability to manage 24/7 operations and essential personnel</li><li>
Expertise in performance reporting, workforce management, and quality assurance</li></ul>
luvZnAvIX2</div>

Call Center Program/Project Manager

Join North South Consulting Group and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

North South Consulting Group

About Company

Call Center Team Lead

Call Center Operator (All Shifts)

Call Center Program/Project Manager