Bilingual Clinical Call Center Lead

Inizio Engage; Oregon; Hybrid; USD 60,000 - 111,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

401(k) with match

Paid time off

Holidays

Recognition programs

Career development

Job summary

Inizio Engage is seeking a Call Center Supervisor in Oregon to lead and coach a bilingual (Spanish/English) team of communicators. You will supervise daily operations, ensure adherence to performance standards, and maintain service levels that meet client KPIs while safeguarding HIPAA compliance.

You will oversee staffing, training, and performance evaluations, and work with cross-functional teams to optimize processes and drive continuous quality improvements.

Qualifications

• RN license required.
• Fluency in Spanish and English required.
• 2-3 years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience.
• Preferred minimum of 3 years' experience working in Gastroenterology or Hepatology and familiar with liver disease progression, fibrosis staging and cirrhosis risk.
• Adept at all applicable computer software, i.e., Word, Excel, PowerPoint, Outlook and Avaya CMS.
• Outstanding customer service, communication, and interpersonal skills.
• Must possess the ability to train and motivate staff members.

Responsibilities

• Supervise call center staff, including active performance management.
• Provide day-to-day supervision of the communicators and implement performance standards.
• Provide clarity, gain commitment and hold accountable on performance expectations.
• Coach team members for success and support individual development of direct reports.
• Conduct performance evaluations for designated staff members.
• Conduct new hire interviewing and training.
• Address performance issues, including disciplinary actions and terminations in a timely manner and according to Inizio policies.
• Proactively monitor staffing levels.
• Coordinate and deliver program trainings as required by program.
• Create and implement initiatives to encourage teamwork and increase employee engagement.
• Supervise call floor operations and deliver service that meets client KPIs.

Skills

Bilingual Spanish/English

Call center supervision

Performance coaching

Staff training

Education

RN license

Tools

Word

Excel

PowerPoint

Outlook

Avaya CMS

Job description

Inizio Engage is seeking a Call Center Supervisor in Oregon to lead and coach a bilingual (Spanish/English) team of communicators. You will supervise daily operations, ensure adherence to performance standards, and maintain service levels that meet client KPIs while safeguarding HIPAA compliance.

You will oversee staffing, training, and performance evaluations, and work with cross-functional teams to optimize processes and drive continuous quality improvements.