Call Center Supervisor

Description:

The Call Center Supervisor provides shift-level leadership and operational control for the NIH CIT Emergency Call Center. This role supervises staff, helps maintain 24/7/365 coverage, monitors service levels and quality, supports training and coaching, and ensures timely, accurate handling of no-fail emergency pages, general information calls, and supporting database/log activities.

Key Responsibilities

• Provide day-to-day shift supervision and coordination of call center personnel.
• Monitor service levels, staffing, adherence, and workflow to maintain required coverage and performance metrics.
• Review and score call activity with Government leadership as part of the Quality Control Plan and coach staff based on observations.
• Support training, retraining, and just-in-time coaching for lead operators and operators.
• Oversee accurate completion of logs, schedules, reports, and database updates in the AVAYA/SPOK environment.
• Coordinate issue escalation, operational changes, and staffing adjustments with the Project Manager and Government stakeholders.
• Support continuity of operations during leave, absences, surges, and transition periods.

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 experience supporting NIH, HHS, hospitals, academic medical centers, or other emergency paging/switchboard environments.
• Experience with code-call workflows, service-level monitoring, and shift scheduling.
• Experience in bilingual support, TTY support, interpreter-service coordination, or similar public-facing service models is a plus.

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, shift-based support for a 24/7/365 operation, including Government holidays.

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.