Call Center Lead Operator

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.

Role Overview:
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.

Key Responsibilities:
• 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

Required Skills, Education and Clearance:
• 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.

About INflow Federal

Founded in 2013, INflow Federal is a mission-driven small business delivering cutting-edge solutions in Network Modernization, Cybersecurity, and Data Modernization to support Joint Force operations across 20+ states. We’re proud to serve customers like the U.S. Navy, Marine Corps, and other federal agencies.

Our strength comes from our people—especially the Veterans who make up over 50% of our workforce. Through our Veteran Outreach Program and employee-first culture, we invest deeply in professional growth, well-being, and innovation.

Known for our agility, transparency, and integrity, INflow combines real-world experience with emerging technologies like AI/ML to help our customers lead in a rapidly evolving defense landscape. We empower both our employees and mission partners to stay ahead—driving smarter, faster, and more secure outcomes.

Citizenship Requirements

* Please note that INflow Federal is a defense contractor. Pursuant to our government contracts, candidates must be US Citizens to be considered for employment.

Other Notes

- Some travel may be required: Must have valid driver’s license and transportation. This is subject to change at the direction of the customer.

Other:

- Candidate must have the ability to lift up to 50 lbs.

Must have willingness to perform duties not listed in the job description as required by INflow and our customer.

Equal Opportunity Employer

Diversity and Inclusion

INflow provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This commitment applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation, and training. Job applicants and employees are evaluated solely on job-related qualifications and experience.