Call Center Supervisor

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 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.

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Do you have at least 5 years of experience in a call center setting supervising others?*

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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Call Center Supervisor

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