North South Consulting Group

Call Center Team Lead

Bethesda, MD
Full Time
CIT SDS
Experienced

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.

Key Responsibilities

  • Supervise and support call center operators during assigned shifts

  • Monitor real-time call activity, service levels, and response times

  • Handle escalated or complex calls, including emergency communications (e.g., Code Blue, signal paging)

  • Provide on-the-job coaching, training reinforcement, and performance feedback

  • Ensure adherence to call handling procedures, scripts, and protocols

  • Assist with quality assurance efforts and reporting metrics

  • Support training delivery using a “train-the-trainer” model

  • Coordinate with management on staffing, scheduling, and operational issues

Required Qualifications

  • U.S. Citizenship (required)

  • Experience in call center operations, preferably in healthcare or emergency communications

  • Demonstrated leadership or supervisory experience

  • Strong decision-making and problem-solving skills under pressure

  • Excellent communication and interpersonal abilities

  • Familiarity with call center technologies and reporting tools

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