Bilingual RN Call Center Leader

Inizio; United States; On-site; USD 60,000 - 111,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Disability and life insurance

Paid maternity/paternity leave

Company-paid holidays

Paid time off

Job summary

Inizio Engage is seeking a Call Center Supervisor to lead the call floor operations for a leading biopharmaceutical partner focused on Hepatology. This role supervises staff, coaches performance, and ensures service aligns with client goals while maintaining HIPAA compliance.

You will implement performance standards, conduct evaluations, train new hires, monitor metrics, and partner with internal teams to improve quality and efficiency.

Qualifications

• RN license required.
• Fluency in Spanish and English required.
• 2-3 years supervising in a Call Center, Team Lead or Supervisor role.
• Preferred 3+ years in Gastroenterology or Hepatology.

Responsibilities

• Supervise call center staff and actively manage performance.
• Provide day-to-day supervision and communicate performance standards.
• Coach team members and conduct performance evaluations.
• Conduct new hire interviewing and training.
• Monitor staffing levels and ensure KPI achievement.
• Develop and implement quality improvement initiatives.
• Safeguard patient privacy per HIPAA guidelines.

Skills

RN license

Bilingual Spanish/English

Call center supervision

Customer service excellence

Staff training & coaching

Tools

Avaya CMS

Job description

Inizio Engage is seeking a Call Center Supervisor to lead the call floor operations for a leading biopharmaceutical partner focused on Hepatology. This role supervises staff, coaches performance, and ensures service aligns with client goals while maintaining HIPAA compliance.

You will implement performance standards, conduct evaluations, train new hires, monitor metrics, and partner with internal teams to improve quality and efficiency.