Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

Operations Administration Maintenance And Provisioning (OAMP) Call Center Experience Gap Analysis Escalation Procedures Operational Reporting Shift Scheduling Call Center Experience Operational Resilience First-Hop Redundancy Protocols Train The Trainer Avaya (Telecommunications) Performance Metric

Other Skills

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Record Keeping
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Quality Assurance
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Coaching
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Quality Assurance
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Organizational Skills
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Communication
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Leadership

Roles & Responsibilities

Five (5) years of progressive call center experience, preferably in a healthcare, medical, or mission-critical environment
Minimum two (2) years of experience in a supervisory or team-lead role within a call center or customer contact operation
Experience overseeing 24/7 operations and supporting shift-based staffing models
Proficiency with call center systems and reporting tools; experience with AVAYA and/or SPOK preferred

Requirements:

Provide onsite supervisory coverage supporting 24/7/365 operations, including Government holidays
Supervise Lead Operators and Call Center Operators during assigned shifts
Monitor recorded calls and identify trends or performance gaps; recommend and deliver coaching or retraining as needed
Coordinate with the Government Project Manager to review and score Code Blue Emergency calls and General Information calls in support of quality assurance activities

TISTA Science and Technology Corporation

Information Technology & Services

About TISTA Science and Technology Corporation

TISTA Science and Technology Corporation, a CMMI Level 3 company, focuses on delivering information technology (IT) and professional services to Federal and State agencies, and to various commercial clients. TISTA is an Inc. 500 company, a recipient of the 2010 “Top 100 Service-Disabled Veteran-Owned Businesses," “Top 100 8(a) Business“ awards from Diversity Business, 2012 “Top 100 Privately-held Businesses in Maryland," and recognized in Washington Technology’s FAST 50 list of the fastest-growing small businesses in government contracting in 2012. We offer expertise in cyber security, software, and database development, engineering support, network, and critical infrastructure protection, IT operations and maintenance, information assurance, identity, and access management, certification & accreditation, enterprise security, disaster recovery planning, continuity of operations (COOP), risk management, IT architecture, IT Security Training Services, and Program Management.

Company type: Large

Industry: Information Technology & Services

Founded: 2018

Company size: 1001 - 5000

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Job description

Overview:

TISTA Science and Technology is seeking a Team Lead - Call Center Operations to join our growing team. The Call Center Supervisor (Team Lead) provides onsite operational leadership for a mission‑critical Government call center, ensuring continuous 24/7/365 coverage. This role oversees Lead Operators and Call Center Operators, supports training and quality assurance activities, and works closely with the Government Project Manager to ensure adherence to policies, procedures, and performance standards.

At TISTA, you’ll do meaningful, mission‑driven work that improves lives alongside teammates you trust and leaders who are transparent and supportive. We invest in your learning and internal mobility so you can build a career that keeps advancing. We’re proud to serve and hire Veterans, and we put people first in everything we do.

TISTA associates enjoy above Industry Healthcare Benefits, Remote Working Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Professional development reimbursement, Employee Assistance Program, Paid Holidays, Military Leave, and much more!

Responsibilities:

Provide onsite supervisory coverage supporting 24/7/365 operations, including Government holidays.
Supervise Lead Operators and Call Center Operators during assigned shifts.
Coordinate with the Government Project Manager to review and score Code Blue Emergency calls and General Information calls in support of quality assurance activities.
Monitor recorded calls and identify trends or performance gaps; recommend and deliver coaching or retraining as needed.
Ensure 100% success rates for designated No‑Fail Tasks, including emergency and signal paging.
Support and reinforce operational policies and procedures related to:
- Signal Paging
- Emergency and Code Blue procedures
- NIH General Information services
- SPOK and AVAYA system usage
Support initial training, refresher training, and new informational training using a Train‑the‑Trainer approach.
Oversee staffing coverage, shift schedules, and operational readiness.
Review and support the preparation of required operational and performance reports.
Ensure accuracy of databases, logs, and reference materials.

Qualifications:

Minimum five (5) years of progressive call center experience, preferably in a healthcare, medical, or mission‑critical environment.
Minimum two (2) years of experience in a supervisory or team‑lead role within a call center or customer contact operation.
Demonstrated experience overseeing 24/7 operations and supporting shift‑based staffing models.
Strong working knowledge of emergency call handling procedures and escalation protocols.
Experience monitoring call quality and supporting coaching or retraining activities.
Proficiency with call center systems and reporting tools; experience with AVAYA and/or SPOK preferred.
Strong communication, leadership, and organizational skills.