What are the responsibilities and job description for the Call Center Supervisor position at Revolve Solutions LLC?
Position Overview
If you are a leader looking for an opportunity to mentor others and showcase your strength in “keeping things flowing smoothly”, this role supporting a mission-critical project might be perfect for you!
The Call Center Supervisor provides day-to-day supervisory oversight of Call Center Team Leads and Operators during assigned shifts at the NIH CIT Emergency Call Center. This role ensures operational continuity, enforces quality standards, coaches staff, and serves as the escalation point for complex or sensitive calls.
Key Duties & Responsibilities
- Supervise all Call Center Team Leads and Operators during assigned shifts, ensuring adequate staffing and coverage at all times.
- Monitor live and recorded calls daily to ensure compliance with NIH call center standards and Quality Control Plan (QCP) requirements.
- Provide coaching, feedback, and corrective guidance to Team Leads and Operators based on call monitoring observations.
- Ensure all No-Fail Tasks (e.g., Code Blue Emergency paging, NIH Police/Fire notifications) are executed with 100% success rates.
- Serve as the on-shift escalation point for unresolved or complex caller issues.
- Assist in training new staff and facilitate retraining sessions as required.
- Document and report shift activities, incidents, and performance observations to the Project Manager.
- Ensure all operators accurately maintain databases, logs, and reference materials during each shift.
- Enforce security protocols and Government facility access requirements for all contractor staff.
- Support the Project Manager in call review and scoring activities for QCP compliance.
Minimum Education Requirements
- High School diploma or equivalent required.
Experience & Competency Requirements
- Five (5) years of experience as a call center supervisor, preferably in the medical industry or federal government environment.
- Demonstrated experience managing and coaching call center agents in a high-volume, 24/7 environment.
- Experience with call monitoring, quality assurance, and performance reporting.
- Strong communication, leadership, and conflict resolution skills.
Technical Skills & Systems
- Familiarity with Avaya and SPOK telephony platforms preferred.
- Experience with ACD call routing, queue management, and real-time monitoring dashboards.
- Basic database and logging system proficiency.
Key Personnel Notes
This is a Key Personnel position. Two (2) supervisors are required to ensure rotating shift coverage. Substitutions require prior COR and CO approval.
This position of contingent upon award.
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
Salary : $60,000 - $80,000