Call Center Lead Operator

B360 is Seeking Qualified Call Center Lead Operator for NIH Emergency Call Center Services in Bethesda, Maryland

Call Center Lead Operator

Job Title: Call Center Lead Operator – NIH Emergency Call Center

Job Summary:
The Lead Operator will be responsible for handling high-priority calls (e.g., Code Blue, STAT) and ensuring that all general calls are handled efficiently. The Lead Operator will also support the team by assisting with training and mentoring junior operators.

Responsibilities:

• Operate the call center systems to handle emergency and general informational calls.
• Assist in the training and mentoring of new operators.
• Perform daily call quality checks and monitor operator performance.
• Handle escalated calls and provide advanced support for complex issues.
• Ensure calls are routed to appropriate departments and follow correct procedures.
• Provide real-time support for Signal Paging and Code Blue emergencies.

Education:

• High school diploma or equivalent; associate’s degree preferred.

Skills:

• Strong call handling skills and attention to detail.
• Knowledge of medical terminology and emergency procedures.
• Proficient in AVAYA and SPOK systems.
• Excellent communication and interpersonal skills.
• Ability to remain calm under pressure.

Certifications:

• First Aid/CPR certification (preferred).
• Basic medical terminology training is a plus.

Years of Experience:

• At least 2 years of experience in a call center environment.

Tools:

• AVAYA systems, SPOK software, Microsoft Office Suite.

Pay: $46.00 - $65.00 per hour

Work Location: In person