Call Center Team Lead

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