Call Center Supervisor

B360 is Seeking Qualified Project Manager for NIH Emergency Call Center Services in Bethesda, Maryland.

Job Summary:
The Project Manager (PM) will oversee all aspects of the NIH Emergency Call Center services. This role is responsible for managing the day-to-day operations, ensuring quality service delivery, coordinating staff, and communicating with NIH stakeholders to ensure that the call center meets or exceeds the defined service levels.

Responsibilities:

• Manage the overall call center operations, ensuring service delivery aligns with the SOW.
• Coordinate activities between call center supervisors, operators, and NIH personnel.
• Oversee the training and performance management of the team.
• Ensure that all systems (AVAYA, SPOK) are operational and meet NIH's standards.
• Track and report on performance metrics, including call handling times, response times, and quality assurance.
• Manage the transition plan for implementing new systems, staffing changes, or updates.
• Ensure all service requests, incidents, and issues are resolved in a timely manner.

Education:

• Bachelor’s degree preferred; however, a high school diploma or equivalent is acceptable.

Skills:

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Proficient in call center technologies (e.g., AVAYA, SPOK).
• Strong analytical and organizational skills.
• Ability to coordinate multi-disciplinary teams.

Certifications:

• Project Management Professional (PMP) certification preferred.
• ITIL Foundation certification is a plus.

Years of Experience:

• Minimum of 10 years in customer service operations, with at least 5 years as a manager in a call center, preferably in the medical industry.

Tools:

• AVAYA systems, SPOK software, Microsoft Office Suite, Excel for reporting, and call center management software.

Pay: $46.00 - $65.00 per hour

Work Location: In person