Overview:
TISTA Science and Technology is seeking a Call Center Operator to join our growing team.The Call Center Lead Operator serves as the senior on‑shift resource, providing real‑time guidance to Call Center Operators and acting as the first escalation point for complex or high‑priority calls, including emergency and No‑Fail Tasks.
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:
- Perform all Call Center Operator duties while providing on‑shift leadership and escalation support.
- Execute and support No‑Fail Tasks with 100% accuracy, including:
- Signal Paging
- Code Blue Emergencies
- STAT Paging (EKG, Respiratory)
- Rapid Response Team dispatch
- Operating Room and Organ Transplant paging
- Fire Paging, Brain Code, and DART activations
- Monitor real‑time call activity and ensure adherence to established protocols.
- Provide on‑the‑job coaching and guidance to Call Center Operators.
- Support call monitoring, documentation, and quality observations.
- Assist with SPOK on‑call schedule management and profile updates.
- Support system accuracy for SPOK and AVAYA databases.
- Escalate operational issues to the Call Center Supervisor as required.
Qualifications:
- Minimum one (1) year of customer service or call center experience; healthcare or medical environment preferred.
- Ability to accurately follow established procedures and protocols.
- Strong verbal communication and customer service skills.
- Ability to multitask and manage high call volumes in a fast‑paced environment.
- Basic computer proficiency, including the ability to learn call center applications.
Preferred Qualifications
- Experience handling emergency or time‑sensitive calls.
- Familiarity with paging systems, directory services, or telecommunications support.
- Experience supporting TTY services or language interpreter services.
Education:
- High school diploma or an associate degree.
- Approximately two (2) years of call center.
Clearance:
- Ability to obtain and maintain a Tier 2 Public Trust.
Location:
- 6555 Rock Spring Drive, Room 2NW04, Bethesda, MD 20892.
- 100% Onsite.
