Call Center Team Lead

Act as the frontline leader within the NIH call center, ensuring smooth shift operations and real-time performance management. The Team Lead Operator bridges leadership and staff by coaching operators, resolving escalations, and maintaining service continuity in a fast-paced, high-stakes environment.

Key Responsibilities

• Supervise and support call center operators during assigned shifts

• Monitor real-time call activity, service levels, and response times

• Handle escalated or complex calls, including emergency communications (e.g., Code Blue, signal paging)

• Provide on-the-job coaching, training reinforcement, and performance feedback

• Ensure adherence to call handling procedures, scripts, and protocols

• Assist with quality assurance efforts and reporting metrics

• Support training delivery using a “train-the-trainer” model

• Coordinate with management on staffing, scheduling, and operational issues

Required Qualifications

• U.S. Citizenship (required)

• Experience in call center operations, preferably in healthcare or emergency communications

• Demonstrated leadership or supervisory experience

• Strong decision-making and problem-solving skills under pressure

• Excellent communication and interpersonal abilities

• Familiarity with call center technologies and reporting tools