What are the responsibilities and job description for the Team Lead - Call Center Operations position at TISTA Science and Technology Corporation?
TISTA Science and Technology is seeking a Team Lead - Call Center Operations to join our growing team. The Call Center Supervisor (Team Lead) provides onsite operational leadership for a missioncritical Government call center, ensuring continuous 24/7/365 coverage. This role oversees Lead Operators and Call Center Operators, supports training and quality assurance activities, and works closely with the Government Project Manager to ensure adherence to policies, procedures, and performance standards.
At TISTA, you'll do meaningful, missiondriven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We're proud to serve and hire Veterans, and we put people first in everything we do.
TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Professional development reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!
Responsibilities
- Provide onsite supervisory coverage supporting 24/7/365 operations, including Government holidays.
- Supervise Lead Operators and Call Center Operators during assigned shifts.
- Coordinate with the Government Project Manager to review and score Code Blue Emergency calls and General Information calls in support of quality assurance activities.
- Monitor recorded calls and identify trends or performance gaps; recommend and deliver coaching or retraining as needed.
- Ensure 100% success rates for designated NoFail Tasks, including emergency and signal paging.
- Support and reinforce operational policies and procedures related to:
- Signal Paging
- Emergency and Code Blue procedures
- NIH General Information services
- SPOK and AVAYA system usage
- Support initial training, refresher training, and new informational training using a TraintheTrainer approach.
- Oversee staffing coverage, shift schedules, and operational readiness.
- Review and support the preparation of required operational and performance reports.
- Ensure accuracy of databases, logs, and reference materials.
Qualifications
- Minimum five (5) years of progressive call center experience, preferably in a healthcare, medical, or missioncritical environment.
- Minimum two (2) years of experience in a supervisory or teamlead role within a call center or customer contact operation.
- Demonstrated experience overseeing 24/7 operations and supporting shiftbased staffing models.
- Strong working knowledge of emergency call handling procedures and escalation protocols.
- Experience monitoring call quality and supporting coaching or retraining activities.
- Proficiency with call center systems and reporting tools; experience with AVAYA and/or SPOK preferred.
- Strong communication, leadership, and organizational skills.
- Experience supporting emergency or "nofail" communications environments.
- Experience coordinating training using a TraintheTrainer approach.
- Familiarity with quality assurance programs and performance metrics.
Education:
- High school diploma or equivalent required.
- Five (5) years of experience as a call center supervisor, preferably in the medical industry.
Clearance:
- Ability to obtain and maintain a Tier 2 Public Trust.
Location:
- 6555 Rock Spring Drive, Room 2NW04, Bethesda, MD 20892.
- 100% Onsite.
TISTA is an Equal Opportunity Employer by choice M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.