Call Center Project Manager, Contract - NIH Call Center Support at cFocus Software Incorporated – Bethesda, Maryland

cFocus Software Inc. is seeking a Program Manager to support the National Institutes of Health (NIH) Call Center Services (CCS) program, part of the NIH Center for Information Technology (CIT).

The NIH Call Center serves as a critical communications hub for the NIH and operates 24 hours a day, 7 days a week, 365 days a year. The center is staffed by a dedicated team providing voice and data communications, TTY services, paging services, and bilingual support for NIH personnel, patients, healthcare practitioners, and global health organizations.

The Program Manager will oversee all aspects of call center operations, including staffing, performance management, service delivery, and program compliance. This position will be onsite at the client’s office in Bethesda, MD and will ensure that operations meet the high reliability and responsiveness required to support NIH communications and emergency services.

Call Center employees are classified as essential personnel by the Department of Health and Human Services (DHHS). Staff must maintain a reliable contingency plan to report to the Bethesda office during all scheduled shifts, including during weather emergencies such as blizzards, hurricanes, road closures, or public transit disruptions.

The NIH Call Center acts as a central communications clearinghouse for the NIH research community, NIH personnel, patients, global health organizations, and healthcare practitioners.

The center facilitates over 300,000 calls annually, including communications related to:

• General information services

• Critical medical emergency communications

• Paging services

• Physician and clinical staff scheduling

• Communication with NIH Fire and Rescue

• Domestic and international connectivity

• Social work support

• Voicemail transcription

• Audio teleconferencing services

• Provide overall leadership and management of the NIH Call Center Services program, ensuring operational efficiency and service excellence.

• Manage daily call center operations, ensuring all service levels, operational metrics, and contract requirements are consistently met.

• Oversee the handling of critical communications and “no-fail” calls, including medical emergencies such as Code Blue, STAT, OR Team, and Rapid Response alerts.

• Serve as the primary point of contact for government stakeholders and program leadership, ensuring effective communication and reporting.

• Develop and implement staffing strategies and workforce plans to support 24/7 operations and maintain adequate coverage.

• Monitor performance metrics, service levels, and operational reporting to ensure high-quality customer service delivery.

• Oversee and support paging services, emergency communications coordination, and communications with NIH Fire and Rescue.

• Lead process improvement initiatives and standards development to enhance operational performance and service delivery.

• Ensure accurate documentation and reporting of call center activity and operational performance.

• Maintain strict confidentiality and compliance with cFocus Software Inc., NIH, and Federal regulations regarding sensitive information.

• Provide leadership in staff management, professional development, motivation, counseling, and performance benchmarking.

• Foster a collaborative, high-performing team environment focused on efficiency, accountability, and continuous improvement.

• Represent cFocus Software Inc., the National Institutes of Health, and the Federal Government in a professional and positive manner at all times.

• High school diploma or equivalent required; Bachelor’s degree preferred

• Ten (10) years of progressive customer service experience, including a minimum of five (5) years of management experience in a call center environment, preferably in the medical or healthcare industry

• Experience managing a customer contact operations function focused on inbound call processing

• Experience developing staffing strategies and implementing staffing plans for high-volume call center environments

• Strong leadership skills in staff management, development, motivation, counseling, and benchmarking

• Experience with process improvement and operational standards development

• Strong analytical and organizational skills, with excellent attention to detail

• Excellent communication and interpersonal skills, with the ability to influence and collaborate with individuals from diverse backgrounds

• Ability to perform effectively in a fast-paced, mission-critical environment

• Knowledge of SPOK and Avaya platforms

• Experience working in a “no-fail” or high-reliability call center environment

• Experience supporting healthcare, hospital, or medical communications operations

• Bilingual language skills

Employment is contingent upon client acceptance and successful completion of a background investigation, which may include:

• Criminal and/or credit checks

• Drug screening

• Employment and education verification

• Reference checks

Candidates must also successfully complete required onsite training.

• Comprehensive Medical, Dental, and Vision Insurance

• 401(k) with 6% employer match

• Paid Time Off (PTO)

• Short-Term and Long-Term Disability Insurance