Bilingual Contact Center Supervisor

Inizio Engage; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Excellent benefits

Employee discounts

Recognition programs

Great culture

Job summary

InizioEngage seeks a Call Center Supervisor to lead the call floor operations for a biotechnology-focused client. You will coach team members, ensure service levels meet client goals, and drive operational and compliance excellence while delivering value in a fiscally responsible manner.

You will collaborate with senior stakeholders, manage contracting and budgeting aspects, and guide internal teams to deliver high-quality, compliant program implementations across Business Units.

Qualifications

• Must be fluent in Spanish.
• Demonstrated analytical skills and sound decision making abilities.
• Experience in contracting and budget management, fiscal accountability and managing direct reports.
• Strong coaching and people development skills.

Responsibilities

• Strategic Business Unit leader, responsible for success of all aspects of program and pricing.
• Collaborate with Business Development to identify and manage strategies.
• Communicate with senior client contacts to update on project performance and initiatives.
• Direct project teams between clients, call center staff, vendors and internal resources.
• Oversee staffing models, training plans and reporting templates to meet contract obligations with accuracy and customer satisfaction.
• Provide counsel to clients to address issues in a compliant manner.
• Lead Inside Sales teams and account management oversight within the Business Unit.
• Accountable for profitability of projects and invoicing accuracy.
• Participate in client business reviews and contract meetings.
• Act as SME across Business Units in identified areas.

Skills

Spanish fluency

Analytical thinking

Decision making

People management

Communication

Education

Bachelor’s Degree in Health Science

Bachelor’s Degree in Telecommunications

Bachelor’s Degree in Marketing

Job description

InizioEngage has a long-standingpartnershipa leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.

The Call Center Supervisor is a critical member of the Business Unit Management, havingaccountabilityfor all aspects of call floor operations, including direct management and coaching of team members. The Call Center Supervisoris responsible forensuring the team delivers service that meets or exceeds agreed client goals, while fostering a culture that strives for operational and compliance excellence. As a member of the Business Unit Management Team, the Call Center Supervisor is also accountable for delivering the service in a fiscally responsible manner.

This is your opportunity to joinInizioEngage and represent a top biotechnology company!

WhyYou’llLove Working Here

We believe great people deserve great support—at work and beyond.That’swhy we offer a rewards experience designed to help you thrive personally, professionally, and financially:

• Competitive compensation

• Excellent Benefits –accruedtime off, medical, dental, vision, 401k, disability & life insurance, paid maternity andpaternity leavebenefits, employee discounts/promotions

• Employee discounts & exclusive promotions

• Recognition programs, contests, and company-wide awards

• Exceptional, collaborative culture

• Best Places to Work in BioPharma (2022, 2023, & 2025)

• Certified Great Place to Work (2022, 2023, 2025)

What will you be doing?

• Strategic Business Unit leader, responsible forsuccessof all aspects ofprogram. Participate in all aspects of projectimplementationincluding contract development, staffmodelingand pricing.

• Collaborate with Business Development toidentify,developand manage efficient, revenue generating strategies.

• Communicate with senior level client contacts regularly (written and verbal) to update on project performance and strategic initiatives. Develop and nurture business relationships to gain/share insight and network toidentifyfuture opportunities.

• Direct designated project team members in their role as liaisons between clients, call center staff and other internal resources/departments and outside vendors to ensure successful program implementation and delivery of agreed upon service level/quality expectations.

• Oversee and provide guidance on the strategy and tactics for program implementation. Review and make recommendationsregardingstaffing models, trainingplansand reporting templates to ensure contract obligations are met with a high degree of accuracy,efficiencyand customer satisfaction.

• Provide counsel to clients and assigned staff to develop programs and address issues in a legal and regulatory compliant manner.

• Responsible for Inside Sales teams and account management oversight and management of assigned Business Unit. This includes employee recruitment,developmentand retention.

• Accountable for the profitability of projects inassignedBusiness Unit.

• Ensureaccurateandtimelyinvoicing

• P&L Review

• Adherence to client budgets and work/purchase orders

• Management and oversight of contract negotiations

• Activelyparticipatein the creation and delivery of periodic client business reviews, operational and contract related meetings.

• Act as Subject Matter Expert (SME) across Business Units inidentifiedarea(s).

• Nurture and support team and corporate culture within Business Units. Participate in creation and communication of corporate vision while empoweringBusinessUnit to act onInizio’svision.

What do you need for this position?

• Must be fluent in Spanish

• Bachelor’s Degree in Health Science, Telecommunications,Marketingor related field or equivalentwork relatedexperience

• Demonstrated analytical skills and sounddecision makingabilities.

• Experience in roles requiring contracting and budget management, fiscal accountability and increased responsibilities managing direct report employees and operational execution of client contracts to exceed projected goals.

• Strong coaching andpeopledevelopment skills.Provide employees with actionable feedback on a consistent basis.

• A practical understanding of the pharmaceutical and healthcare industries.Understandingofcurrent industry climates including sales, potential opportunities, managed careenvironmentsand competition.

• Experience working ininsidesales call center environment, preferably in a management, quality or client facing position.

• Experience withwriting and presenting operational task orders for clients. Ability to develop key business contactsamongsenior client management.

• Success leading internal and/or external teams over extended periods of time

• Ability to join frequent meetings and calls without disruption or disconnecting

AboutInizioEngage

InizioEngage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments localexpertiseand diverse mix of skills with data, science, and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people, and providers to improve treatment outcomes. Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.

We believe in our values: We empower everyone/We rise to the challenge/We work as one/We ask what if/We do the right thing, and we will ask you how your personal values align to them.

To learn more aboutInizioEngage, visit us at: https://inizio.com/

Equal Opportunity & Inclusion

InizioEngage is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.

InizioEngage is committed to providing reasonable accommodationsin accordance withapplicable law.

InizioEngagecomplies withapplicable fair chance hiring laws and will consider qualified applicants regardless of criminal history. Wherepermittedby applicable law, employment offers may be contingent upon the successful completion of a background check. Any information obtained from a background check will be considered in relation to the requirements of the relevant position, consistent with applicable law.

Candidate Use of Artificial Intelligence in Interviews

As part of our commitment to a fair and equitable hiring process, candidates are expected to complete all interview activities without the use of artificial intelligence tools or external assistance unless such assistance is authorized in advance byInizioEngage or otherwise required in accordance with applicable law. This includes, but is not limited to, using generative artificial intelligence platforms to produce, edit, or guide responses in real time. Candidates may be asked to confirm compliance with this policy. Any violation of this policy may result in disqualification from consideration of employment. Candidates maysubmitrequests for reasonable accommodationin accordance withapplicable law to theInizioEngage Talent Acquisition team.