Call Center Lead Operator at INflow – Bethesda, Maryland

At INflow Federal, your work is more than a job - it’s a journey in innovation. With opportunities to work on high-impact projects, access to the latest technologies, and a culture that thrives on creativity and collaboration, INflow is where your expertise can truly make a difference.

The mission of this program is science in pursuit of fundamental knowledge about the nature and behavior of living systems and the application of that knowledge to extend healthy life and reduce the burdens of illness and disability. The mission of the program is to provide, coordinate, and manage information technology and to advance computational science. In this role, you will support a Call Center that receives and facilitates over 200,000 calls per year.

The Call Center Lead Operator serves as a senior member of the call center operations team and provides day-to-day operational support to call center staff. This role assists with coordinating call center activities, supporting operators during high call volumes, and ensuring service quality standards are maintained.

The Lead Operator acts as a point of escalation for complex or time-sensitive issues and helps ensure call center procedures, scripts, and protocols are followed consistently.

• Support daily operations of a high-volume inbound call center
• Assist call center operators with complex or escalated calls
• Help ensure calls are routed and resolved efficiently and accurately
• Monitor call center activity and provide guidance to operators during peak periods
• Maintain accurate call logs and documentation
• Assist supervisors with operational reporting and performance monitoring
• Promote adherence to call center procedures, scripts, and escalation protocols
• Provide mentorship and guidance to call center operators
• Communicate operational issues or trends to leadership
• Experience working in a 24/7 call center environment
• Familiarity with enterprise call center platforms such as Avaya or SPOK
• Experience supporting high-volume customer service operations

• 5+ years of progressive customer service experience in a call center environment
• Experience supporting inbound call operations
• Demonstrated ability to assist in leading or coordinating call center teams
• Strong customer service and communication skills
• Ability to manage multiple tasks in a fast-paced environment
• High school diploma or equivalent required.
• No clearance required to start.
• Must be able to obtain a Public Trust clearance.