New 
911 Fire and Rescue Call Center Team Lead (weekends)
 Quadrant, Inc. | |
 United States, Maryland, Rockville | |
 Mar 25, 2026 | |
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911 Fire and Rescue Call Center Team Lead (weekends) Rockville, MD Pay From: $45.00 per hour MUST: Experienced 911Call Center Fire and Rescue Team Lead 3+ years of experience as a call center supervisor, preferably in the medical industry. HDI certificates are highly desired Bilingual language skills Ability to work various weekday shifts The successful applicant must have the ability to obtain and maintain Public Trust background clearance. Resolve and de-escalate customer concerns that go beyond CCS capabilities. Contact review of processes in place for customer escalations. Escalate concerns with stakeholders so customer concerns are resolved and thrive for first call resolution. Ensure SLA compliance High school diploma or equivalent required. DUTIES: Looking to hire a motivated customer service-oriented Medical Call Center Team Lead to work at our government client's site in Rockville MD. Position is responsible for providing support to clients. Call Center is a 24/7 365 Call Center. Role requires extensive experience, analytical skills, and a passion for identifying and addressing customer service opportunities. Lead will oversee call flows, overflow strategies, and other processes to improve customer interactions, productivity, staffing, and training. Monitor key metrics (average speed of response, call handle time, abandonment rates) to ensure team goals are met. Handling complex, sensitive, or high-urgency calls from patients. Plan and oversee call center workflows Auditing call documentation to ensure accuracy and compliance with healthcare regulations. Supervise, train, and support staff. Identify staffing needs, recruit, hire, and onboard call center specialist (CCS). Monitor incoming calls and communications to ensure "no-fail" calls, including medical emergencies (e.g., Code Blue, STAT, OR Team, Rapid Response), are handled promptly and in accordance with established procedures. Conducts comprehensive training for CCS , including temporary and permanent staff. Creates and manages break and lunch schedules to maintain optimal service levels, with a goal of answering 90% of inbound calls. Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. "Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act". | |