What are the responsibilities and job description for the Call Center Supervisor position at B360™?
B360 is Seeking Qualified Project Manager for NIH Emergency Call Center Services in Bethesda, Maryland.
Job Summary:
The Project Manager (PM) will oversee all aspects of the NIH Emergency Call Center services. This role is responsible for managing the day-to-day operations, ensuring quality service delivery, coordinating staff, and communicating with NIH stakeholders to ensure that the call center meets or exceeds the defined service levels.
Responsibilities:
- Manage the overall call center operations, ensuring service delivery aligns with the SOW.
- Coordinate activities between call center supervisors, operators, and NIH personnel.
- Oversee the training and performance management of the team.
- Ensure that all systems (AVAYA, SPOK) are operational and meet NIH's standards.
- Track and report on performance metrics, including call handling times, response times, and quality assurance.
- Manage the transition plan for implementing new systems, staffing changes, or updates.
- Ensure all service requests, incidents, and issues are resolved in a timely manner.
Education:
- Bachelor’s degree preferred; however, a high school diploma or equivalent is acceptable.
Skills:
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Proficient in call center technologies (e.g., AVAYA, SPOK).
- Strong analytical and organizational skills.
- Ability to coordinate multi-disciplinary teams.
Certifications:
- Project Management Professional (PMP) certification preferred.
- ITIL Foundation certification is a plus.
Years of Experience:
- Minimum of 10 years in customer service operations, with at least 5 years as a manager in a call center, preferably in the medical industry.
Tools:
- AVAYA systems, SPOK software, Microsoft Office Suite, Excel for reporting, and call center management software.
Pay: $46.00 - $65.00 per hour
Work Location: In person
Salary : $46 - $65