Call Center Lead Operator
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Job Location:
Chantilly, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Call Center Lead Operator Job Description
The Call Center Lead Operator provides real-time communications support while overseeing shift-level operations for the NIH Emergency Call Center. This role supports 24/7/365 operations and serves as the primary escalation point for operators during assigned shifts. The Lead ensures that call handling emergency notifications and paging activities are executed accurately and efficiently in accordance with established procedures.
Key Responsibilities- Perform all Call Center Operator duties including call handling triage and emergency notification support
- Provide shift oversight to ensure consistent execution of call center operations
- Serve as the first point of escalation for operators during incidents or operational issues
- Monitor call flow and workload distribution to maintain service levels
- Ensure adherence to standard operating procedures (SOPs) and communication protocols
- Verify accuracy and completeness of call logs and records
- Coordinate communications across multiple sources to support timely response actions
- Support training and onboarding of new personnel during assigned shifts
- Identify and report operational issues trends or system concerns to supervisory personnel
- Maintain situational awareness of ongoing activities and ensure continuity of operations
- Experience supporting call center help desk dispatch or communications operations
- Demonstrated ability to lead or oversee personnel in a shift-based environment
- 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 and enforce 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 in a lead or supervisory role within a call center environment
- Experience working in a federal or healthcare environment
- Leadership and team coordination
- Attention to detail and accuracy
- Reliability and consistency in task execution
- Effective communication 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
Key Skills
- Administrative Skills
- Facilities Management
- Biotechnology
- Creative Production
- Design And Estimation
- Architecture
