Call Center Team Lead Operator — All Shifts

Location:

Bethesda, Maryland (MD) — On‑site required

Employment Type:

1099 Contractor, Full‑time Title on

Posting:

Team Lead Operator — Clinical Call Center (All Shifts) Position Summary Cellentia Tech is hiring Team Lead Operators to supervise call center operations across assigned shifts (Night, Day, Evening). Lead Operators provide real‑time supervision, coaching, QA spot checks, and ensure correct execution of No‑Fail tasks and NIH information services.

Key Responsibilities Shift Supervision:

Lead and supervise agents during assigned shift; ensure adherence to SOPs and No‑Fail task protocols.

Coaching and Performance:

Conduct live coaching, document performance issues, and implement corrective actions.

QA Participation:

Perform daily call monitoring and participate in monthly QA call reviews.

Training Delivery:

Deliver Train‑the‑Trainer sessions and on‑shift refreshers as assigned.

Escalation:

Act as first escalation point for incidents and paging failures; escalate to Project Manager when required.

Operational Tasks:

Validate

SPOK/AVAYA

updates, confirm paging deliveries, and maintain non‑electronic logs.

Required Qualifications Education:

Bachelor's degree.

Experience:

Five (5) years of experience as a call center supervisor.

Domain:

Preferably experience in the medical or healthcare call center environment.

Skills:

Strong supervisory skills, QA and coaching experience, familiarity with AVAYA/SPOK, excellent situational judgment. Preferred Qualifications Experience supervising 24/7 shifts and managing Code Blue or emergency paging workflows. Experience with interpreter services and conference call coordination. Working Conditions On‑site presence required for assigned shifts; must be available to work nights, weekends, and holidays. 1099 contractor status; full‑time commitment.

Pay:

$37.00 - $60.00 per hour

Work Location:

In person