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BA
Call Center Team Lead
Bailey Information TechnologyUnited Statesfull_timeVerifiedPosted 18 Mar 2026
About the role
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:
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
- 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
- Experience with Avaya, SPOK, or similar systems
- On-site only
- 24/7/365 operations including nights, weekends, and holidays
- Essential personnel role
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