Bilingual Contact Center Supervisor

Ashfield Healthcare, LLC; Yardley (WA); Hybrid; USD 46,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation

Excellent benefits

Employee discounts

Recognition programs

Great Place to Work

Job summary

Inizio Engage is seeking a Call Center Supervisor to lead all aspects of the program's call floor operations in the United States. You will manage staff, coach performance, and ensure service levels meet client goals while maintaining regulatory compliance and fiscal accountability.

You will partner with Business Development and other units to optimize workflows, pricing, and stakeholder communications. A strong candidate will have Spanish fluency, budget experience, and a track record of

Qualifications

• 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.

Responsibilities

• Lead call center program strategy and execution end-to-end.
• Manage staffing, training plans, and performance metrics.
• Collaborate with Business Development to identify revenue opportunities.
• Communicate with senior client contacts on performance and initiatives.
• Oversee profitability and invoicing, and ensure contract obligations.

Skills

Fluent Spanish

Analytical skills

Budget management

People development

Client relationship building

Education

Bachelor’s degree or equivalent

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

• 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
• The base pay range for this position is $46K – $85K per year. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.

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 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 about Inizio Engage, visit us at: https://inizio.com/

Equal Opportunity & Inclusion

Inizio Engage 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. Inizio Engage is committed to providing reasonable accommodations in accordance with applicable law. Inizio Engage complies with applicable fair chance hiring laws and will consider qualified applicants regardless of criminal history. Where permitted by 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 by Inizio Engage 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 may submit requests for reasonable accommodation in accordance with applicable law to the Inizio Engage Talent Acquisition team.

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 bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people and providers to improve treatment outcomes. That’s why at Inizio Engage we’ve brought together a group of more than 7,000 experts, working in more than 20 countries. A passionate, diverse team with global reach and local knowledge. Together, we partner with our clients to challenge conventional thinking to empower people to make better health decisions and enhance treatment outcomes across the globe.