Call Center Lead Operator

Description:

The Call Center Lead Operator serves as a senior operator and weekend shift lead within the NIH CIT Emergency Call Center. This role performs complex operator functions, supports no-fail emergency and signal paging tasks, assists with schedule and profile updates in SPOK, and provides peer guidance and escalation support to operators during weekend routine and high-priority call activity.

Key Responsibilities

• Receive and initiate telephone calls, activate pages, and make overhead paging announcements in accordance with NIH procedures.
• Support no-fail emergency activities including Signal Paging, Code Blue, Fire, STAT, DART, and related call workflows.
• Assist with NIH general information inquiry calls, directory support, long-distance and international calling assistance, and teleconferencing support.
• Support TTY and language interpreter workflows, including use of CYRACOM and NexTalk-enabled stations.
• Update on-call schedules, institute records, profiles, and billing/reference information in SPOK and related systems.
• Provide peer coaching, on-shift guidance, and issue escalation support to operators.
• Help maintain logs, reports, and quality-related documentation accurately and on time.

Requirements:

Education / Experience:

• High school diploma or equivalent required.
• Five (5) years of experience as a call center supervisor, preferably in the medical industry.

Skills

• Demonstrated supervisory experience in a high-volume or time-sensitive call-center environment.
• Ability to coach staff, monitor quality, and manage workloads across shifts.
• Working knowledge of telephony systems and customer service metrics; AVAYA/SPOK experience preferred.
• Strong communication, composure, and decision-making skills in urgent or no-fail situations.

Preferred Qualifications

• Prior weekend shift-lead experience in an essential-services or emergency-support environment
• Prior experience in emergency paging, hospital switchboard, or mission-critical customer contact operations.
• Experience with AVAYA, SPOK, or similar call-routing and paging systems.

Eligibility & Compliance

• Ability to obtain and maintain a Tier 2 Public Trust background investigation and HSPD-12/PIV access.
• Ability to comply with HHS/NIH Rules of Behavior, annual security/privacy awareness requirements, and role-based training requirements applicable to the position.
• Ability to work on Government facilities in Bethesda, Maryland, in support of a 24/7/365 essential-services operation.

Work Environment

Location: Bethesda, Maryland, on Government facilities

Schedule: Full-time weekend-focused shift coverage in support of a 24/7/365 operation, including Government holidays as scheduled.

Environment: Essential-services call center with no telework permitted; all shifts include a 45-minute meal period and one 15-minute break.

HeiTech Services is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity), national origin, age, disability, veteran status, or any other protected status. If you need a reasonable accommodation during the application process, please contact HR@HeiTechServices.com.