Call Center Supervisor / Lead Operator - NIH Call Center Support

cFocus Software Inc. is seeking Call Center Supervisors to support the National Institutes of Health (NIH) Call Center Services (CCS) program, part of the NIH Center for Information Technology (CIT).

The NIH Call Center serves as a critical communications hub for the NIH and operates 24 hours a day, 7 days a week, 365 days a year. The center is staffed by a dedicated team that provides voice and data communications, TTY services, and bilingual support to NIH personnel, the research community, patients, healthcare practitioners, and global health organizations.

We are currently seeking candidates for various weekday and weekend shifts. This position will be onsite at the client’s facility in Bethesda, MD.

Call Center employees are classified as essential personnel by the Department of Health and Human Services (DHHS). Employees must maintain a reliable contingency plan to report to the Bethesda office during all scheduled shifts, including during weather emergencies such as blizzards, hurricanes, road closures, or public transit disruptions.

Responsibilities and Duties

The NIH Call Center acts as a central communications clearinghouse for all NIH institutes and the broader NIH research community.

The center facilitates over 300,000 calls annually, in addition to other voice and data communications across several service categories including:

• General information services

• Critical medical emergency communications

• Paging services

• Physician and clinical staff scheduling

• Communication with NIH Fire and Rescue

• Domestic and international connectivity

• Social work support

• Voicemail transcription

• Audio teleconferencing services

Key Responsibilities

• Supervise daily call center operations, ensuring service levels, performance metrics, and quality standards are consistently met.

• Provide leadership, guidance, and oversight to call center staff, including scheduling, monitoring performance, and supporting team development.

• Serve as an escalation point for complex or sensitive inquiries, ensuring issues are resolved quickly and appropriately.

• Monitor incoming calls and communications to ensure “no-fail” calls, including medical emergencies (e.g., Code Blue, STAT, OR Team, Rapid Response), are handled promptly and in accordance with established procedures.

• Oversee the handling of general information inquiries, paging services, and emergency communications, ensuring compliance with operational protocols.

• Coordinate communications with NIH Fire and Rescue and other emergency response teams when required.

• Ensure staff accurately document call activity and inquiries within the appropriate systems.

• Maintain a comprehensive understanding of call center policies, procedures, services, and systems to support operational effectiveness.

• Provide coaching, training, and support to staff to maintain high levels of customer service and operational efficiency.

• Escalate operational or technical issues to technical support or program leadership when necessary.

• Ensure strict confidentiality and compliance with cFocus Software Inc., NIH, and Federal regulations regarding sensitive information.

• Represent cFocus Software Inc., the National Institutes of Health, and the Federal Government in a professional and positive manner at all times.

• Promote a team-oriented environment that encourages collaboration, cross-training, and continuous improvement.

• Participate in and facilitate team meetings, training sessions, and program activities.

Qualifications and Skills

Required

• High school diploma or equivalent required

• Five (5) years of experience as a call center supervisor, preferably in the medical or healthcare industry

• Strong leadership and team management skills in a high-volume call center environment

• Proficiency with Microsoft Office and similar applications

• Experience using the Internet and multiple web-based systems

• Excellent written and verbal communication skills

• Ability to accurately process information and manage multiple tasks simultaneously

• Ability to work effectively in a fast-paced, deadline-driven environment

• Experience working under standards-based performance metrics and service-level agreements

Preferred

• Associate’s degree or higher

• Experience working in a high-reliability or “no-fail” call center environment

• Experience in a healthcare, hospital, or medical communications environment

• Bilingual language skills

Contingencies

Employment is contingent upon client acceptance and successful completion of a background investigation, which may include:

• Criminal and/or credit checks

• Drug screening

• Employment and education verification

• Reference checks

Candidates must also successfully complete required onsite training.

Benefits and Perks

• Comprehensive Medical, Dental, and Vision Insurance

• 401(k) with 6% employer match

• Paid Time Off (PTO)

• Short-Term and Long-Term Disability Insurance