Call Center Operator

The Call Center Operator provides continuous real-time communications support to the NIH Emergency Call Center. This role supports 24/7/365 operations and serves as the primary point of contact for incoming calls emergency notifications and paging requests. The operator ensures all communications are handled accurately efficiently and in accordance with established procedures.

• Receive process triage and document incoming calls in a high-volume environment
• Execute emergency notification and paging procedures in accordance with established protocols
• Accurately relay time-sensitive information to designated personnel and escalation points
• Monitor communication systems and maintain operational readiness
• Maintain call logs and records to support reporting and audit requirements
• Follow standard operating procedures (SOPs) for routine and emergency situations
• Escalate incidents outages or critical events to supervisory personnel as required
• Coordinate communications across multiple sources to ensure timely response actions
• Transfer connect and facilitate communications including conference call support
• Identify and report communication system or equipment issues

• Experience supporting call center help desk dispatch or communications operations
• Ability to operate in a fast-paced environment and manage multiple inputs simultaneously
• Strong verbal communication skills with clear and professional phone presence
• Ability to exercise sound judgment and remain composed under pressure
• Ability to follow structured procedures with accuracy and consistency
• 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 triage procedures
• Experience working in a federal or healthcare environment

• Attention to detail and accuracy
• Reliability and consistency in task execution
• Effective communication and coordination across multiple channels
• Situational awareness and responsiveness

• 24/7/365 operations requiring shift-based coverage
• High-availability communications environment
• Team-oriented setting with supervisory oversight