emergency call center operator

Heitech Services

<div>Description:

The Call Center Operator provides front-line operator services for the NIH CIT Emergency Call Center. This role supports general informational calls, emergency call handling, paging requests, teleconferencing, TTY support, interpreter-service coordination, database updates, and related administrative tasks in a mission-essential 24/7/365 environment.
Key Responsibilities<ul><li>
Receive and initiate telephone calls and support incoming and outgoing customer interactions for the NIH community and the public.</li><li>
Activate emergency pages, overhead pages, and related no-fail call workflows with 100% accuracy and timeliness.</li><li>
Support Code Blue, Fire, STAT, Brain Code, DART, operating-room call team, and other emergency protocols as trained.</li><li>
Provide NIH directory and general information assistance; support conference calls, long-distance/international calls, facsimiles, and publication inquiries.</li><li>
Assist the hearing-impaired/deaf community using TTY-enabled tools and support language interpreter services through CYRACOM.</li><li>
Update on-call schedules, logs, non-electronic references, and database records in SPOK and related systems.</li><li>
Support report generation and accurate documentation of call-center activities as assigned.</li></ul>
Requirements:

 Education / Experience:<ul><li>
High school diploma or an associate degree.</li><li>
Approximately two (2) years of call center experience preferred.</li></ul>
Skills<ul><li>
Telephony experience is a plus.</li><li>
Strong verbal communication, listening skills, accuracy, and attention to detail.</li><li>
Ability to remain composed during urgent or high-volume call activity.</li><li>
Basic ability to learn call-center systems, databases, schedules, and operational procedures quickly.</li></ul> 
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.</div>

Call Center Operator

Bailey Information Technology

Call Center Operator 
 
NIH CIT Emergency Call Center | Bethesda, MD 
 
Support emergency communications operations. 
 
Responsibilities: 
- Answer and route calls 
- Emergency paging 
- Teleconference support 
 
Requirements: 
- 2+ years call center experience 
- Strong communication skills 
 
Location: On-site Bethesda, MD 
Clearance: Tier 2 Public Trust 
Schedule: 24/7 shifts

<div>Description:

 The Call Center Operator provides front-line weekend operator services for the NIH CIT Emergency Call Center. This role supports general informational calls, emergency call handling, paging requests, teleconferencing, TTY support, interpreter-service coordination, database updates, and related administrative tasks in a mission-essential 24/7/365 environment during weekend-focused coverage.
Key Responsibilities<ul><li>
Receive and initiate telephone calls and support incoming and outgoing customer interactions for the NIH community and the public.</li><li>
Activate emergency pages, overhead pages, and related no-fail call workflows with 100% accuracy and timeliness.</li><li>
Support Code Blue, Fire, STAT, Brain Code, DART, operating-room call team, and other emergency protocols as trained.</li><li>
Provide NIH directory and general information assistance; support conference calls, long-distance/international calls, facsimiles, and publication inquiries.</li><li>
Assist the hearing-impaired/deaf community using TTY-enabled tools and support language interpreter services through CYRACOM.</li><li>
Update on-call schedules, logs, non-electronic references, and database records in SPOK and related systems.</li><li>
Support report generation and accurate documentation of call-center activities as assigned.</li></ul>
Requirements:

Education / Experience:<ul><li>
High school diploma or an associate degree.</li><li>
Approximately two (2) years of call center experience preferred.</li></ul>
Skills<ul><li>
Telephony experience is a plus.</li><li>
Strong verbal communication, listening skills, accuracy, and attention to detail.</li><li>
Ability to remain composed during urgent or high-volume call activity.</li><li>
Basic ability to learn call-center systems, databases, schedules, and operational procedures quickly.</li></ul>
Preferred Qualifications<ul><li>
Prior weekend shift experience in hospital operator services, switchboard, emergency dispatch support, or another high-sensitivity service environment.</li><li>
Experience with AVAYA, SPOK, or similar call-center and paging systems.</li><li>
Experience with TTY support, interpreter-service coordination, or public-facing information services.</li></ul>
Eligibility &amp; Compliance<ul><li>
Ability to obtain and maintain a Tier 2 Public Trust background investigation and HSPD-12/PIV access.</li><li>
Ability to comply with HHS/NIH Rules of Behavior, annual security/privacy awareness requirements, and role-based training requirements applicable to the position.</li><li>
Ability to work on Government facilities in Bethesda, Maryland, in support of a 24/7/365 essential-services operation.</li></ul>
Work Environment
Location: Bethesda, Maryland, on Government facilities
Schedule: Full-time weekend-focused shift coverage in support of a 24/7/365 operation, including Government holidays as scheduled.
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.</div>

Call Center Operator - Weekend

Lead Call Center Operator &ndash; Key Personnel (4 Positions) 
 
NIH CIT Emergency Call Center | Bethesda, MD 
 
Support high-priority emergency communications operations. 
 
Responsibilities: 
- Handle escalations 
- Support supervisors 
- Mentor staff 
 
Requirements: 
- 3&ndash;5+ years experience 
- Emergency ops preferred 
 
Location: On-site Bethesda, MD 
Clearance: Tier 2 Public Trust 
Schedule: 24/7 shifts

Lead Call Center Operator

<div>Description:

The Call Center Lead Operator serves as a senior operator and weekend shift lead within the NIH CIT Emergency Call Center. This role performs complex operator functions, supports no-fail emergency and signal paging tasks, assists with schedule and profile updates in SPOK, and provides peer guidance and escalation support to operators during weekend routine and high-priority call activity.
Key Responsibilities<ul><li>
Receive and initiate telephone calls, activate pages, and make overhead paging announcements in accordance with NIH procedures.</li><li>
Support no-fail emergency activities including Signal Paging, Code Blue, Fire, STAT, DART, and related call workflows.</li><li>
Assist with NIH general information inquiry calls, directory support, long-distance and international calling assistance, and teleconferencing support.</li><li>
Support TTY and language interpreter workflows, including use of CYRACOM and NexTalk-enabled stations.</li><li>
Update on-call schedules, institute records, profiles, and billing/reference information in SPOK and related systems.</li><li>
Provide peer coaching, on-shift guidance, and issue escalation support to operators.</li><li>
Help maintain logs, reports, and quality-related documentation accurately and on time.</li></ul>
Requirements:

 Education / Experience:<ul><li>
High school diploma or equivalent required.</li><li>
Five (5) years of experience as a call center supervisor, preferably in the medical industry.</li></ul>
Skills<ul><li>
Demonstrated supervisory experience in a high-volume or time-sensitive call-center environment.</li><li>
Ability to coach staff, monitor quality, and manage workloads across shifts.</li><li>
Working knowledge of telephony systems and customer service metrics; AVAYA/SPOK experience preferred.</li><li>
Strong communication, composure, and decision-making skills in urgent or no-fail situations.</li></ul>
Preferred Qualifications<ul><li>
Prior weekend shift-lead experience in an essential-services or emergency-support environment.</li><li>
Prior experience in emergency paging, hospital switchboard, or mission-critical customer contact operations.</li><li>
Experience with AVAYA, SPOK, or similar call-routing and paging systems.</li></ul>
Eligibility &amp; Compliance<ul><li>
Ability to obtain and maintain a Tier 2 Public Trust background investigation and HSPD-12/PIV access.</li><li>
Ability to comply with HHS/NIH Rules of Behavior, annual security/privacy awareness requirements, and role-based training requirements applicable to the position.</li><li>
Ability to work on Government facilities in Bethesda, Maryland, in support of a 24/7/365 essential-services operation.</li></ul>
Work Environment
Location: Bethesda, Maryland, on Government facilities
Schedule: Full-time weekend-focused shift coverage in support of a 24/7/365 operation, including Government holidays as scheduled.
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.</div>

Call Center Lead Operator - Weekend

<div>Description:

The Call Center Lead Operator serves as a senior operator and weekend shift lead within the NIH CIT Emergency Call Center. This role performs complex operator functions, supports no-fail emergency and signal paging tasks, assists with schedule and profile updates in SPOK, and provides peer guidance and escalation support to operators during weekend routine and high-priority call activity.
Key Responsibilities<ul><li>
Receive and initiate telephone calls, activate pages, and make overhead paging announcements in accordance with NIH procedures.</li><li>
Support no-fail emergency activities including Signal Paging, Code Blue, Fire, STAT, DART, and related call workflows.</li><li>
Assist with NIH general information inquiry calls, directory support, long-distance and international calling assistance, and teleconferencing support.</li><li>
Support TTY and language interpreter workflows, including use of CYRACOM and NexTalk-enabled stations.</li><li>
Update on-call schedules, institute records, profiles, and billing/reference information in SPOK and related systems.</li><li>
Provide peer coaching, on-shift guidance, and issue escalation support to operators.</li><li>
Help maintain logs, reports, and quality-related documentation accurately and on time.</li></ul>
Requirements:

 Education / Experience:<ul><li>
High school diploma or equivalent required.</li><li>
Five (5) years of experience as a call center supervisor, preferably in the medical industry.</li></ul>
Skills<ul><li>
Demonstrated supervisory experience in a high-volume or time-sensitive call-center environment.</li><li>
Ability to coach staff, monitor quality, and manage workloads across shifts.</li><li>
Working knowledge of telephony systems and customer service metrics; AVAYA/SPOK experience preferred.</li><li>
Strong communication, composure, and decision-making skills in urgent or no-fail situations.</li></ul>
Preferred Qualifications<ul><li>
Prior weekend shift-lead experience in an essential-services or emergency-support environment</li><li>
Prior experience in emergency paging, hospital switchboard, or mission-critical customer contact operations.</li><li>
Experience with AVAYA, SPOK, or similar call-routing and paging systems.</li></ul>
Eligibility &amp; Compliance<ul><li>
Ability to obtain and maintain a Tier 2 Public Trust background investigation and HSPD-12/PIV access.</li><li>
Ability to comply with HHS/NIH Rules of Behavior, annual security/privacy awareness requirements, and role-based training requirements applicable to the position.</li><li>
Ability to work on Government facilities in Bethesda, Maryland, in support of a 24/7/365 essential-services operation.</li></ul>
Work Environment
Location: Bethesda, Maryland, on Government facilities
Schedule: Full-time weekend-focused shift coverage in support of a 24/7/365 operation, including Government holidays as scheduled.
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.</div>

Call Center Lead Operator

North South Consulting Group

<div>Act as the frontline leader within the NIH call center, ensuring smooth shift operations and real-time performance management. The Team Lead Operator bridges leadership and staff by coaching operators, resolving escalations, and maintaining service continuity in a fast-paced, high-stakes environment.<h3 class="jobSectionHeader">
Key Responsibilities</h3><ul><li>
Supervise and support call center operators during assigned shifts</li><li>
Monitor real-time call activity, service levels, and response times</li><li>
Handle escalated or complex calls, including emergency communications (e.g., Code Blue, signal paging)</li><li>
Provide on-the-job coaching, training reinforcement, and performance feedback</li><li>
Ensure adherence to call handling procedures, scripts, and protocols</li><li>
Assist with quality assurance efforts and reporting metrics</li><li>
Support training delivery using a &ldquo;train-the-trainer&rdquo; model</li><li>
Coordinate with management on staffing, scheduling, and operational issues</li></ul><h3 class="jobSectionHeader">
Required Qualifications</h3><ul><li>
U.S. Citizenship (required)</li><li>
Experience in call center operations, preferably in healthcare or emergency communications</li><li>
Demonstrated leadership or supervisory experience</li><li>
Strong decision-making and problem-solving skills under pressure</li><li>
Excellent communication and interpersonal abilities</li><li>
Familiarity with call center technologies and reporting tools</li></ul>
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