Call Center Supervisor at HEITECH SERVICES

North Bethesda, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Jun, 26

Salary

0.0

Posted On

19 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Supervision, Shift Coordination, Service Level Monitoring, Quality Control, Staff Coaching, Workflow Management, Database Management, Issue Escalation, Staffing Adjustments, Continuity of Operations, Telephony Systems, Customer Service Metrics, Decision Making, Composure, Emergency Response, Log Management

Industry

Business Consulting and Services

Description

Description The Call Center Supervisor provides shift-level leadership and operational control for the NIH CIT Emergency Call Center. This role supervises staff, helps maintain 24/7/365 coverage, monitors service levels and quality, supports training and coaching, and ensures timely, accurate handling of no-fail emergency pages, general information calls, and supporting database/log activities. Key Responsibilities Provide day-to-day shift supervision and coordination of call center personnel. Monitor service levels, staffing, adherence, and workflow to maintain required coverage and performance metrics. Review and score call activity with Government leadership as part of the Quality Control Plan and coach staff based on observations. Support training, retraining, and just-in-time coaching for lead operators and operators. Oversee accurate completion of logs, schedules, reports, and database updates in the AVAYA/SPOK environment. Coordinate issue escalation, operational changes, and staffing adjustments with the Project Manager and Government stakeholders. Support continuity of operations during leave, absences, surges, and transition periods. Requirements Education / Experience High school diploma or equivalent required. Five (5) years of experience as a call center supervisor, preferably in the medical industry. Skills Demonstrated supervisory experience in a high-volume or time-sensitive call-center environment. Ability to coach staff, monitor quality, and manage workloads across shifts. Working knowledge of telephony systems and customer service metrics; AVAYA/SPOK experience preferred. Strong communication, composure, and decision-making skills in urgent or no-fail situations. Preferred Qualifications Prior experience supporting NIH, HHS, hospitals, academic medical centers, or other emergency paging/switchboard environments. Experience with code-call workflows, service-level monitoring, and shift scheduling. Experience in bilingual support, TTY support, interpreter-service coordination, or similar public-facing service models is a plus. Eligibility & Compliance Ability to obtain and maintain a Tier 2 Public Trust background investigation and HSPD-12/PIV access. Ability to comply with HHS/NIH Rules of Behavior, annual security/privacy awareness requirements, and role-based training requirements applicable to the position. Ability to work on Government facilities in Bethesda, Maryland, in support of a 24/7/365 essential-services operation. Work Environment Location: Bethesda, Maryland, on Government facilities Schedule: Full-time, shift-based support for a 24/7/365 operation, including Government holidays. 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.

Responsibilities

The Call Center Supervisor provides shift-level leadership and operational control for the NIH CIT Emergency Call Center, overseeing staff, maintaining 24/7/365 coverage, and monitoring service levels and quality. Key duties include supervising personnel, coaching staff based on quality reviews, and ensuring accurate handling of emergency pages and database activities.