Call Center Team Lead

Resolution Think LLC is an 8(a), EDWOSB, WOSB, and HUBZone-certified federal contractor providing exceptional administrative, clinical, and professional services to federal agencies nationwide. We are committed to delivering outstanding customer service and mission support to our military and civilian partners. 

We are seeking a highly skilled and detail-oriented Call Center Team Lead to support the National Institute of Health contact center. The contact center is open 7 days per week, 24 hours per day including government holidays. This is a full-time, fully on site role with no remote capabilities.

Position Summary

Provides direct oversight of daily operations ensuring adherence to procedures, performance standards, and emergency protocols.

Key Responsibilities

• Provide shift leadership, ensuring smooth operations and effective team coordination
• Enforce compliance with established emergency protocols and response procedures
• Support call quality monitoring and contribute to training and development initiatives
• Manage and resolve escalated issues in a timely, professional manner
• Ensure accuracy and integrity of data across systems and documentation

Minimum Qualifications

• Education: High school diploma
• Experience: 3+ years of team lead experience in a call center setting
• Candidates must meet all applicable background investigation and/or drug screening requirements as a condition of employment

Preferred Qualifications

• Flexibility to meet any and all scheduling requirements
• Healthcare or emergency communications experience

SPECIAL NOTES 

• This position is contingent upon contract award 
• Selected candidate must be able to start within 14 days of offer acceptance 
• Position requires on-site presence; remote work is not available 

Resolution Think LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.