Call Center Supervisor

Are you a seasoned call center leader who thrives under pressure and understands that every second counts? Join ITCON Services, a forward-thinking consulting firm delivering innovative technology and management solutions that exceed customer expectations.

We are seeking dedicated Call Center Supervisors to provide oversight for the National Institutes of Health (NIH) Call Center at the Center for Information Technology (CIT) in Bethesda, MD. In this role, you'll be responsible for running the day-to-day IT support operation and leading the staff who handle user requests in the administration of telephone support and related services across all institutes of the NIH research community ensuring flawless, life-critical communication every hour of every day.

If you are a disciplined, mission-focused leader with a passion for operational excellence and high-stakes service delivery, we encourage you to apply.

What You'll Do

• Run the day-to-day IT support operations of the NIH Call Center, ensuring seamless administration of telephone support and related services across all NIH institutes
• Lead and develop staff who handle user requests, fostering a culture of accountability, professionalism, and continuous improvement
• Direct round-the-clock call center operations, ensuring uninterrupted emergency communication services for the NIH research community
• Guarantee a 100% success rate for all "No-Fail " clinical dispatches, including Code Blue, Brain Code, and STAT pages
• Enforce strict quality control standards, maintaining a 10-second speed of answer for all emergency codes and 15 seconds for general inquiries
• Monitor and manage Avaya and SPOK systems to ensure optimal platform performance and reliability
• Jointly review and score operator calls on a monthly basis to maintain and elevate quality levels
• Deliver comprehensive training and coaching on medical terminology, emergency protocols, and call handling procedures
• Serve as essential personnel, maintaining on-site presence during holidays, emergencies, and inclement weather

What You Bring

• 5+ years of call center supervisory experience
• Demonstrated ability to lead teams in a high-pressure, time-critical environment
• Experience overseeing IT support or telephone administration operations preferred
• Strong knowledge of quality control practices and performance monitoring in a call center setting
• Familiarity with Avaya and/or SPOK platforms preferred
• Excellent communication, coaching, and interpersonal skills
• Commitment to serving as essential personnel, including nights, weekends, holidays, and during inclement weather
• U.S. Citizenship required
• Ability to obtain and maintain a Tier 2 (Public Trust) clearance

Preferred Qualifications

• Experience in the medical or federal healthcare industry
• Familiarity with clinical dispatch protocols, including Code Blue, Brain Code, and STAT paging procedures

Education Requirements

• High school diploma or equivalent required

Additional Requirements These are essential personnel positions supporting life-critical NIH emergency communications. All personnel must successfully complete a Tier 2 Public Trust background investigation. On-site presence at the NIH facility in Bethesda, MD is required at all times remote work is not available for this role.

If you're ready to lead a team where your decisions directly impact patient safety and the continuity of the NIH research mission, apply today!