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Call Center Team Lead

Bethesda, MD · Customer Service
CALL CENTER TEAM LEAD
Location: Bethesda, MD (On-site – No Telework)
Clearance: Public Trust (Tier 2 – Required)
Start Date: May 18, 2026

Be the Calm in the Chaos
Bailey Information Technology is hiring one (1)  Key Personnel, to support real-time emergency operations.
Responsibilities:
  • Support live call center operations in a 24/7/365 environment
  • Handle escalated calls including emergency paging and critical communications
  • Ensure adherence to procedures, service levels, and performance standards
  • Reinforce training, coaching, and quality assurance practices
  • Support staff development and operational readiness
Requirements:
  • High school diploma or equivalent required
  • Minimum 3 years of experience as a call center supervisor or senior agent, preferably in a medical or healthcare environment
  • Strong communication, customer service, and decision-making skills
  • Ability to work under pressure in real-time operational environments
Preferred:
  • Experience with Avaya, SPOK, or similar systems
Work Environment:
  • On-site only
  • 24/7/365 operations including nights, weekends, and holidays
  • Essential personnel role

 

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