Call Center Supervisor

Resolution Think LLC is an 8(a), EDWOSB, WOSB, and HUBZone-certified federal contractor providing exceptional administrative, clinical, and professional services to federal agencies nationwide. We are committed to delivering outstanding customer service and mission support to our military and civilian partners. 

We are seeking a highly skilled and detail-oriented Call Center Supervisor to support the National Institute of Health. The contact center is open 7 days per week, 24 hours per day including government holidays. This is a full-time, fully on site role with no remote capabilities.

Position Summary

Provides direct oversight of daily operations ensuring adherence to procedures, performance standards, and emergency protocols.

Key Responsibilities

• Provide leadership and oversight to call center staff across multiple shifts, ensuring consistent performance and coverage
• Oversee timely and accurate execution of emergency paging and inbound inquiries, maintaining strict adherence to protocols
• Monitor real-time call center performance metrics and proactively address service level gaps
• Conduct regular call quality reviews, delivering targeted coaching and performance feedback to improve service delivery
• Support training initiatives and onboarding processes to ensure staff are fully prepared and aligned with operational standards
• Develop and maintain staffing schedules to ensure optimal coverage and operational efficiency

Minimum Qualifications

• Education: High school diploma
• Experience: 5+ years supervisory experience in a call center setting
• Candidates must meet all applicable background investigation and/or drug screening requirements as a condition of employment

Preferred Qualifications

• Flexibility to meet any and all scheduling requirements
• Healthcare or emergency communications experience

SPECIAL NOTES 

• This position is contingent upon contract award 
• Selected candidate must be able to start within 14 days of offer acceptance 
• Position requires on-site presence; remote work is not available 

Resolution Think LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.