Call Center Supervisor

The Call Center Supervisor oversees daily operations of the NIH Emergency Call Center ensuring continuous 24/7/365 communications support. This role is responsible for supervising call center personnel maintaining operational performance and ensuring that all call handling emergency notifications and paging activities are executed accurately and in accordance with established procedures.

• Supervise call center personnel and oversee day-to-day operations across assigned shifts
• Ensure consistent execution of call handling triage and emergency notification procedures
• Monitor call center performance to maintain service levels and operational continuity
• Provide guidance direction and support to operators and lead personnel
• Serve as escalation point for complex incidents outages and operational issues
• Ensure adherence to standard operating procedures (SOPs) and communication protocols
• Review call logs and records for accuracy completeness and compliance
• Coordinate staffing coverage to support 24/7/365 operations
• Identify operational trends risks and areas for improvement
• Report performance metrics and operational issues to program management
• Ensure communication systems remain operational and issues are addressed promptly

• Experience supervising call center help desk dispatch or communications operations
• Demonstrated leadership experience in a shift-based or 24/7 operational environment
• Ability to manage personnel and maintain performance in a fast-paced environment
• Strong verbal and written communication skills
• Ability to exercise sound judgment and make decisions under pressure
• Ability to enforce procedures and ensure operational compliance
• Basic computer proficiency and experience with call tracking or ticketing systems
• Ability to work rotating shifts including nights weekends and holidays

• Experience supporting emergency communications or dispatch operations
• Familiarity with paging systems escalation protocols and call center technologies
• Experience working in a federal or healthcare environment
• Experience managing performance metrics and reporting

• Leadership and team management
• Attention to detail and accuracy
• Decision-making under pressure
• Effective communication and coordination
• Situational awareness and responsiveness

• 24/7/365 operations requiring shift-based coverage
• High-availability communications environment
• Supervisory role within a team-oriented setting