Call Center Supervisor, Bethesda

divh2Call Center Supervisor/h2pAre you a seasoned call center leader who thrives under pressure and understands that every second counts?
Join ITCON Services, a forward-thinking consulting firm delivering innovative technology and management solutions that exceed customer expectations.
/ppWe are seeking dedicated Call Center Supervisors to provide oversight for the National Institutes of Health (NIH) Call Center at the Center for Information Technology (CIT) in Bethesda, MD.
In this role, youll be responsible for running the day-to-day IT support operation and leading the staff who handle user requests in the administration of telephone support and related services across all institutes of the NIH research communityensuring flawless, life-critical communication every hour of every day.
/ppIf you are a disciplined, mission-focused leader with a passion for operational excellence and high-stakes service delivery, we encourage you to apply.
/ph3What Youll Do/h3ulliRun the day-to-day IT support operations of the NIH Call Center, ensuring seamless administration of telephone support and related services across all NIH institutes/liliLead and develop staff who handle user requests, fostering a culture of accountability, professionalism, and continuous improvement/liliDirect round-the-clock call center operations, ensuring uninterrupted emergency communication services for the NIH research community/liliGuarantee a 100% success rate for all No-Fail clinical dispatches, including Code Blue, Brain Code, and STAT pages/liliEnforce strict quality control standards, maintaining a 10-second speed of answer for all emergency codes and 15 seconds for general inquiries/liliMonitor and manage Avaya and SPOK systems to ensure optimal platform performance and reliability/liliJointly review and score operator calls on a monthly basis to maintain and elevate quality levels/liliDeliver comprehensive training and coaching on medical terminology, emergency protocols, and call handling procedures/liliServe as essential personnel, maintaining on-site presence during holidays, emergencies, and inclement weather/li/ulh3What You Bring/h3ulli5+ years of call center supervisory experience/liliDemonstrated ability to lead teams in a high-pressure, time-critical environment/liliExperience overseeing IT support or telephone administration operations preferred/liliStrong knowledge of quality control practices and performance monitoring in a call center setting/liliFamiliarity with Avaya and/or SPOK platforms preferred/liliExcellent communication, coaching, and interpersonal skills/liliCommitment to serving as essential personnel, including nights, weekends, holidays, and during inclement weather/liliU.S.
Citizenship required/liliAbility to obtain and maintain a Tier 2 (Public Trust) clearance/li/ulh3Preferred Qualifications/h3ulliExperience in the medical or federal healthcare industry/liliFamiliarity with clinical dispatch protocols, including Code Blue, Brain Code, and STAT paging procedures/li/ulh3Education Requirements/h3ulliHigh school diploma or equivalent required/li/ulpAdditional Requirements: These are essential personnel positions supporting life-critical NIH emergency communications.
All personnel must successfully complete a Tier 2 Public Trust background investigation.
On-site presence at the NIH facility in Bethesda, MD is required at all times remote work is not available for this role.
/ppIf youre ready to lead a team where your decisions directly impact patient safety and the continuity of the NIH research mission, apply today!
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