NIH Call Center Team Lead (Weekday)

*** This requisition is for an upcoming award expected June 2026***

BTS Software Solutions is seeking a Call Center Team Lead to provide shift-level leadership during weekday operations and ensures effective execution of call center activities in accordance with NIH requirements.

Key Responsibilities

The Team Lead monitors call queues, coordinates shift activities, supports Operators, and manages escalations. The role ensures adherence to procedures, maintains service levels, and supports quality assurance and reporting requirements. The Team Lead plays a critical role in ensuring timely and accurate response to emergency and routine communications.

Required Experience (RFQ-Aligned)

• Minimum 3 years of experience as a call center supervisor or lead
• Experience in call center operations and escalation handling
• Experience in healthcare or emergency communications environments preferred

Certifications (Optional / Value-Added)

• ITIL Foundation
• Emergency Communications Certification

Location Requirement

On-site at NIH facilities in Bethesda, MD

Candidates must be U.S. Citizens. BTS does not sponsor work visa's.

Salary Range (Bethesda, MD / DC Area)

$58,000 - $72,000

The BTS pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Our approach to crafting offers considers various factors to establish an equitable and competitive compensation package. These considerations include, but are not limited to, the extent and intricacy of the role's responsibilities, the candidate's educational background, their work experience, and the specific competencies crucial for success in the role.

About BTS Software Solutions

BTS Software Solutions is a Service Disabled Veteran Owned Small Business who are community-focused innovators who transform ideas into technology to serve people. We recognize that innovation is only valuable when applied towards a needed solution. Technology has no value without the hard work to turn ideas into reality. Our roots are in helping save Soldiers' lives through technology. We bring that ethos to serving our community. We create solutions that touch people's lives - products to communicate, to connect companies with customers, to stay informed, to save lives, and to enhance lives.

We have a small company persona with a large company ethos and capabilities; we create elegant solutions for complex problems that will enrich people's lives. BTS offers one of the best benefits packages in the industry: 100% Company PAID health benefits, PTO, 401K matching and vested from day one of employment, to name just a few of our benefits and perks. To learn more about BTS Software Solutions visit us at www.unleashbts.com/careers/.

BTS Software Solutions is an Equal Opportunity Employer (EOE). All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.