Project Manager (Call Center)

Bethesda, MD

Full Time

Manager/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 Project Manager to support the National Institute of Health contact center. 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 overall contract leadership, operational oversight, and performance accountability for NIH CIT Operator Services Call Center operations. Serves as primary interface with the Government Project Manager and ensures execution of all no-fail tasks, staffing, quality assurance, and reporting.

Key Responsibilities

Lead 24/7/365 operations, ensuring continuous, uninterrupted service delivery
Oversee execution of all mission-critical (“no-fail”) tasks, including Code Blue activations and emergency paging
Develop and implement strategic staffing plans and shift coverage models to meet operational demands
Execute the Quality Control Plan (QCP), including call evaluations, performance tracking, and corrective action planning
Direct training programs utilizing a Train-the-Trainer approach to ensure consistency and scalability
Oversee administration and performance of SPOK and Avaya systems, including reporting and analytics
Generate and deliver operational, staffing, and ad hoc reports to support decision-making
Lead continuous process improvement and benchmarking initiatives to enhance efficiency and service quality

Minimum Qualifications

Education: Bachelors degree preferred or equivalent experience
Experience: 10+ years of customer service experience with 5+ years of experience managing call center operations
Candidates must meet all applicable background investigation and/or drug screening requirements as a condition of employment

Preferred Qualifications

Experience with SPOK and Avaya
Federal or healthcare environment experience
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.

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Do you have at least 10 years of experience performing the above functions in a high-reliability, 24/7 operational call center environment?*

This role does not offer telework, all individuals are required to work on site. Are you able to commit to working a full-time schedule on site?*

Are you legally authorized to work in the United States?*

Do you now, or will you in the future, require sponsorship for an employment visa status (e.g., H-1B visa status) to work legally for our company in the United States?*

The call center is open 24/7 365 days per year including federal holidays. There may be some on call requirements. Are you able to meet the demands of this schedule?*

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Project Manager (Call Center)

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