Call Center Team Lead (Weekends)

Resolution ThinkBethesda, MD

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Overview

Schedule

Alternate-schedule

Full-time

Career level

Director

Remote

On-site

Benefits

Paid Holidays

Career Development

Job Description

Resolution Think LLC is an 8(a), EDWOSB, WOSB, and HUBZone-certified federal contractor providing exceptional administrative, clinical, and professional services to federal agencies nationwide. We are committed to delivering outstanding customer service and mission support to our military and civilian partners. We are seeking a highly skilled and detail-oriented Call Center Team Lead to support the National Institute of Health contact center. The contact center is open 7 days per week, 24 hours per day including government holidays. This is a full-time, fully on site role with no remote capabilities.

Position Summary

Provides direct oversight of daily operations ensuring adherence to procedures, performance standards, and emergency protocols.

Key Responsibilities

Provide shift leadership, ensuring smooth operations and effective team coordination
Enforce compliance with established emergency protocols and response procedures
Support call quality monitoring and contribute to training and development initiatives
Manage and resolve escalated issues in a timely, professional manner
Ensure accuracy and integrity of data across systems and documentation

Minimum Qualifications

Education: High school diploma
Experience: 3+ years of team lead experience in a call center setting
Candidates must meet all applicable background investigation and/or drug screening requirements as a condition of employment

Preferred Qualifications

Flexibility to meet any and all scheduling requirements
Healthcare or emergency communications experience

SPECIAL NOTES

This position is contingent upon contract award
Selected candidate must be able to start within 14 days of offer acceptance
Position requires on-site presence; remote work is not available

Resolution Think LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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FAQs About Call Center Team Lead (Weekends) Jobs at Resolution Think

What is the work location for this position at Resolution Think?

This job at Resolution Think 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 Resolution Think?

Employer has not shared pay details for this role.

What employment applies to this position at Resolution Think?

Resolution Think lists this position under the following employment categories:

Alternate-schedule
Full-time

What experience level is required for this role at Resolution Think?

Resolution Think is looking for a candidate with "Director" experience level.

What benefits are offered by Resolution Think for this role?

Resolution Think offers following benefits: Paid Holidays and 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 Resolution Think?

You can apply for this role at Resolution Think 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.