landing_page-logo
Sign Up
North South Consulting Group logo

Call Center Team Lead

North South Consulting GroupBethesda, MD
Apply with Sonara

Automate your job search with Sonara.

Submit 10x as many applications with less effort than one manual application.1

Reclaim your time by letting our AI handle the grunt work of job searching.

We continuously scan millions of openings to find your top matches.

pay-wall

Overview

Schedule
Full-time
Career level
Director
Benefits
Career Development

Job Description

Act as the frontline leader within the NIH call center, ensuring smooth shift operations and real-time performance management. The Team Lead Operator bridges leadership and staff by coaching operators, resolving escalations, and maintaining service continuity in a fast-paced, high-stakes environment.

Key Responsibilities

  • Supervise and support call center operators during assigned shifts

  • Monitor real-time call activity, service levels, and response times

  • Handle escalated or complex calls, including emergency communications (e.g., Code Blue, signal paging)

  • Provide on-the-job coaching, training reinforcement, and performance feedback

  • Ensure adherence to call handling procedures, scripts, and protocols

  • Assist with quality assurance efforts and reporting metrics

  • Support training delivery using a “train-the-trainer” model

  • Coordinate with management on staffing, scheduling, and operational issues

Required Qualifications

  • U.S. Citizenship (required)

  • Experience in call center operations, preferably in healthcare or emergency communications

  • Demonstrated leadership or supervisory experience

  • Strong decision-making and problem-solving skills under pressure

  • Excellent communication and interpersonal abilities

  • Familiarity with call center technologies and reporting tools

Powered by JazzHR

Automate your job search with Sonara.

Submit 10x as many applications with less effort than one manual application.

Apply with SonaraApply manually
pay-wall

FAQs About Call Center Team Lead Jobs at North South Consulting Group

What is the work location for this position at North South Consulting Group?
This job at North South Consulting Group is located in Bethesda, MD, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at North South Consulting Group?
Employer has not shared pay details for this role.
What employment applies to this position at North South Consulting Group?
North South Consulting Group lists this role as a Full-time position.
What experience level is required for this role at North South Consulting Group?
North South Consulting Group is looking for a candidate with "Director" experience level.
What benefits are offered by North South Consulting Group for this role?
North South Consulting Group offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at North South Consulting Group?
You can apply for this role at North South Consulting Group either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.