Bilingual Contact Center Supervisor

Ashfield Healthcare; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Excellent Benefits: medical, dental, 4

401k, disability & life insurance

Paid maternity and paternity leave

Employee discounts/promotions

Recognition programs and awards

Collaborative culture

Best Places to Work in BioPharma (2022

Certified Great Place to Work (2022)

Job summary

Inizio Engage is seeking a Call Center Supervisor to lead the program's call floor operations for a leading biotechnology client. You will coach team members, ensure service level performance, and drive operational excellence while maintaining fiscal accountability.

You will collaborate with Business Development to craft strategies, communicate with senior client contacts, and manage staffing, training, and reporting to meet contract obligations with accuracy and high customer satisfaction.

Qualifications

• Bachelor's degree or equivalent work experience.
• Experience with contracting and budget management, and managing direct reports.

Responsibilities

• Lead all aspects of program success and contract development.
• Collaborate with Business Development to identify revenue strategies.
• Communicate with senior client contacts regularly on performance and initiatives.
• Direct project team members between clients, call center staff, and vendors.
• Review staffing models, training, and reporting to meet contract obligations.

Skills

Spanish fluency

Analytical skills

Contracting & budgeting

Coaching & development

Healthcare/pharma knowledge

Inside sales call center leadership

Client management

Communication with senior client mgmt

Education

Bachelor's degree in Health Science/Telecommunications/Marketing or related field

Job description

Inizio Engage has a long-standing partnership a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.

The Call Center Supervisor is a critical member of the Business Unit Management, having accountability for all aspects of call floor operations, including direct management and coaching of team members. The Call Center Supervisor is responsible for ensuring 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 join Inizio Engage and represent a top biotechnology company!

Why You'll Love Working Here

We believe great people deserve great support-at work and beyond. That's why we offer a rewards experience designed to help you thrive personally, professionally, and financially:

• Competitive compensation
• Excellent Benefits - accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and paternity leave benefits, 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 for success of all aspects of program. Participate in all aspects of project implementation including contract development, staff modeling and pricing.
• Collaborate with Business Development to identify, develop and 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 to identify future 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 recommendations regarding staffing models, training plans and reporting templates to ensure contract obligations are met with a high degree of accuracy, efficiency and 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, development and retention.
• Accountable for the profitability of projects in assigned Business Unit.
• Ensure accurate and timely invoicing
• P&L Review
• Adherence to client budgets and work/purchase orders
• Management and oversight of contract negotiations
• Actively participate in the creation and delivery of periodic client business reviews, operational and contract related meetings.
• Act as Subject Matter Expert (SME) across Business Units in identified area(s).
• Nurture and support team and corporate culture within Business Units. Participate in creation and communication of corporate vision while empowering Business Unit to act on Inizio's vision.

What do you need for this position?

• Must be fluent in Spanish
• Bachelor's Degree in Health Science, Telecommunications, Marketing or related field or equivalent work related experience
• Demonstrated analytical skills and sound decision making abilities.
• 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 and people development skills. Provide employees with actionable feedback on a consistent basis.
• A practical understanding of the pharmaceutical and healthcare industries. Understanding of current industry climates including sales, potential opportunities, managed care environments and competition.
• Experience working in inside sales call center environment, preferably in a management, quality or client facing position.
• Experience with writing and presenting operational task orders for clients. Ability to develop key business contacts among senior 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

About Inizio Engage

Inizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science, and technology to deliver