Call Center Team Lead- Weekends

Position Overview

The Call Center Team Lead – Weekend provides frontline leadership for weekend shift Call Center Operators at the NIH CIT Emergency Call Center. This role carries the same responsibilities as the weekday Team Lead, ensuring uninterrupted, high-quality call center services during weekend and holiday periods when staffing demands require focused leadership coverage.

Key Duties & Responsibilities

• Lead and support Call Center Operators during all assigned weekend shifts, maintaining continuity of 24/7/365 operations.
• Monitor weekend call queues and real-time service metrics to ensure performance standards are consistently met.
• Assist Operators with complex, escalated, or emergency calls including Code Blue paging, NIH Police/Fire notifications, and international calls.
• Ensure all No-Fail Tasks are completed with 100% accuracy throughout the weekend shift.
• Provide on-the-job coaching and immediate feedback to Operators during weekend shifts.
• Ensure accurate database, log, and reference material updates during weekend operations.
• Report shift-level incidents and operational issues to the Call Center Supervisor and Project Manager.
• Coordinate coverage adjustments and escalate staffing issues as needed during weekend hours.
• Participate in training delivery for weekend staff as part of the 'Train the Trainer' program.
• Maintain currency on all NIH call handling procedures, paging protocols, and system updates.

Minimum Education Requirements

• High School diploma or equivalent required.

Experience & Competency Requirements

• Three (3) years of experience as a call center supervisor or team lead, preferably in the medical industry or federal government environment.
• Demonstrated experience managing call center operations during off-hours or weekend shifts.
• Experience handling emergency call protocols and escalation procedures.
• Strong independent judgment and decision-making ability without full supervisory presence on-site.

Technical Skills & Systems

• Familiarity with Avaya and SPOK telephony and paging platforms preferred.
• Basic proficiency with database and call logging systems.
• Experience with TTY/hearing-impaired call handling a plus.

Pay: $40,000.00 - $45,000.00 per year

Benefits:

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

Work Location: In person