Lead Operator

Job Title: Call Center Lead Operator

Location: Bethesda MD

Clearance: None

Company/ Program Description:

Centuria, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has been delivering IT, Engineering, and Scientific solutions to the Federal Government since 2002. During our two decades of service, we have earned the trust and respect of our government clients for the simple reason that we have great people who are experts in their fields and take pride and ownership in everything they do.

Job Responsibilities:

• Experience managing a customer contact operations function focused on inbound call processing.
• Knowledge of SPOK and Avaya platform preferred.
• Strong analytical and organizational skills with excellent attention to detail.
• Excellent communication and interpersonal skills with the ability to influence others from diverse backgrounds and orientations.
• Process improvement and standards development.
• Strong leadership skills in staff management, development, motivation, counseling, and benchmarking.
• Promote continuous improvement by frequent operational interactions and assessments
• Strong verbal and written communications skills
• Report status to customers and sponsors

Job Requirements:

Five (5) years progressive customer service experience as a call center supervisor in a call center, preferably in the medical industry. Management experience in a 24x7 call center is preferred. SPOK and Avaya platform experience is preferred.

Candidate will work on-site.

Education

High school diploma or equivalent is required.

Security Clearance

None. Must be able to obtain a Public Trust

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.