Project Manager at HEITECH SERVICES – Bethesda, Maryland

The Project Manager provides overall management and administration for the NIH CIT Emergency Call Center. This role is responsible for day-to-day contract oversight, staffing strategy, quality control, reporting, transition planning, and communications with the COR and CO in support of a mission-essential, on-site 24/7/365 call center that handles general information calls, emergency pages, code calls, teleconferencing, TTY support, and related database updates.

Key Responsibilities

• Ensure the appropriate channel of communication with the COR and CO for technical, administrative, and contract-management activities.
• Track, monitor, and report project status, risks, issues, staffing, labor hours, and progress against plans.
• Supervise and coordinate contractor staff across all shifts supporting the call center.
• Develop and maintain the Management Plan, Transition Plan, Transition-In draft, Quality Control Plan, monthly status reports, financial/resource summaries, and final report.
• Assist the COR with strategic plans, management briefings, ad hoc reports, special studies, technical assessments, and program plans as requested.
• Oversee staffing strategies, schedule coverage, backfill actions, and replacement key-person submissions to maintain uninterrupted operations.
• Coordinate training execution using a train-the-trainer approach and ensure qualified trainers are available to staff during business hours.
• Oversee operational performance within the AVAYA and SPOK environment and drive process improvement, standards development, and benchmarking.

Education / Experience

• Bachelor's degree preferred; high school diploma or equivalent is acceptable.
• Ten (10) years of progressive customer service experience with a minimum of five (5) years of experience as a manager in a call center, preferably in the medical industry.
• Experience managing a customer contact operations function focused on inbound call processing.
• Experience developing staffing strategies and implementing staffing plans.
• Skills:
• Knowledge of SPOK and Avaya platform preferred.
• Strong analytical and organizational skills with excellent attention to detail.
• Excellent communication and interpersonal skills with the ability to influence others from diverse backgrounds and orientations.
• Experience with process improvement and standards development.
• Strong leadership skills in staff management, development, motivation, counseling, and benchmarking.

Preferred Qualifications

• Prior experience supporting NIH, HHS, hospital operator services, or another medical-industry call center environment.
• Experience managing essential-personnel operations or other 24/7/365 service delivery environments.
• Experience overseeing QA reviews, training programs, and shift-based staffing in an emergency or high-sensitivity call center.

Eligibility & Compliance

• Ability to obtain and maintain a Tier 2 Public Trust background investigation and HSPD-12/PIV access.
• Ability to comply with HHS/NIH Rules of Behavior, annual security/privacy awareness requirements, and role-based training requirements applicable to the position.
• Ability to work on Government facilities in Bethesda, Maryland, in support of a 24/7/365 essential-services operation.

Work Environment

Location: Bethesda, Maryland, on Government facilities

Schedule: Full-time management support aligned to a 24/7/365 operation, including availability to address off-hours issues when required.

Environment: Essential-services call center with no telework permitted for this requirement.

HeiTech Services is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity), national origin, age, disability, veteran status, or any other protected status. If you need a reasonable accommodation during the application process, please contact HR@HeiTechServices.com.