Call Center Operator- Weekend Shifts

Position Overview

Are you looking for a weekend role that truly lets you make a difference? The Call Center Operator – Weekend provides essential 24/7 call center coverage during weekend and holiday shifts at the NIH CIT Emergency Call Center. Weekend Operators perform the same core functions as weekday Operators, handling emergency notifications, paging, directory assistance, teleconferencing, and TTY services, and are classified as Essential Personnel by the Department of Health and Human Services.

Key Duties & Responsibilities

• Answer and process all inbound calls for NIH general information, directory assistance, emergency notifications, paging, and teleconferencing during weekend hours.
• Execute Code Blue Emergency paging and NIH Police/Fire notifications with 100% accuracy at all times (No-Fail Task).
• Process Signal Paging requests and overhead paging announcements during weekend shifts.
• Place national and international telephone calls on behalf of callers.
• Assist hearing-impaired and deaf callers via TTY/TDD technology.
• Maintain accurate updates to all electronic and non-electronic databases and logs during weekend operations.
• Perform basic equipment and software problem identification and resolution; escalate to Weekend Team Lead as needed.
• Adhere to all NIH call handling protocols and QCP standards during all weekend shifts.
• Participate in training and retraining programs as required.

Minimum Education Requirements

• High School diploma or Associate degree required.

Experience & Competency Requirements

• Approximately two (2) years of call center experience preferred.
• Demonstrated ability to work independently and maintain performance standards during off-hours/weekend operations.
• Strong verbal communication skills and professional telephone demeanor.
• Ability to manage emergency situations calmly and effectively with limited on-site supervision.

Technical Skills & Systems

• Telephony experience is a plus; familiarity with ACD systems preferred.
• Experience with SPOK and/or Avaya platforms a plus.
• Basic computer and database proficiency required.
• TTY/TDD experience preferred.

Pay: $38,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person