Call Center Lead Operator, Bethesda

divh2Call Center Lead Operator/h2pAre you an experienced call center professional ready to step into a leadership role where your expertise directly supports life-critical communications? Join ITCON Services, a forward-thinking consulting firm delivering innovative technology and management solutions that exceed customer expectations./ppWe are seeking dedicated Call Center Lead Operators to provide direct supervision for the National Institutes of Health (NIH) Call Center at the Center for Information Technology (CIT) in Bethesda, MD. In this role, youll serve as the frontline supervisor and technical escalation point for IT support operationsensuring your team delivers accurate, timely, and protocol-driven service across every shift./ppAvailable shift options include: 7:00 AM 4:00 PM, 3:00 PM 11:00 PM, and 11:00 PM 7:00 AM, Monday through Friday./ppIf you are a composed, solutions-oriented leader who rises to the occasion in high-pressure situations, we encourage you to apply./ph3What Youll Do/h3ulliAct as shift lead during assigned hours, serving as the primary point of accountability for call center operations/liliHandle complex and priority calls, including emergency paging for Code Blue, fire, and other critical incidents/liliProvide real-time support and guidance to call center operators throughout each shift/liliEnsure proper execution of emergency paging protocols and directory and information services/liliAssist the supervisor with oversight of shift performance and quality standards/liliTrain and mentor junior operators on call handling procedures, medical terminology, and emergency protocols/liliMaintain accurate logs, call records, and system updates in accordance with established SOPs/liliEnsure strict adherence to all standard operating procedures and protocols/li/ulh3What You Bring/h3ulli3+ years of call center experience/liliAbility to handle high-pressure and emergency situations with composure and accuracy/liliStrong communication and problem-solving skills/liliU.S. Citizenship required/liliAbility to obtain and maintain a Tier 2 (Public Trust) clearance/li/ulh3Preferred Qualifications/h3ulliPrior lead or supervisory experience in a call center environment/liliExperience in healthcare or emergency communications/liliFamiliarity with Avaya and/or SPOK call center platforms/li/ulh3Education Requirements/h3ulliHigh school diploma or equivalent required/li/ulh3Additional Requirements/h3ulliAll personnel must successfully complete a Tier 2 Public Trust background investigation. On-site presence at the NIH facility in Bethesda, MD is required remote work is not available for this role./li/ulpIf youre ready to lead from the front and make a meaningful impact on the NIH research community through every shift, apply today!/p/div