Bilingual Team Lead Non-Licensed

Inizio-Engag; Fort Washington (Montgomery County); Remote; USD 19,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, and vision

401(k) with company match

Paid time off

Holiday leave

Life insurance

Job summary

Inizio Engage is seeking a Team Leader to supervise call center staff, splitting time 50/50 between phone queues and assisting the Call Center Supervisor with leading the project team. You will help deliver responses across channels while upholding quality and HIPAA compliance.

You must be bilingual in Spanish, hold a BA/BS, and have 2+ years of supervision in a call center. This is a remote US-based role with growth opportunities and competitive benefits.

Qualifications

• Bilingual Spanish required or preferred.
• 2+ years of experience training or supervising in a Call Center.
• Excellent verbal, written and listening communication skills.

Responsibilities

• Provide intermediary service between Call Center Supervisor and Communicators.
• Support Directors and Managers in project initiatives and objectives.
• Update training materials and conduct trainings as directed.

Skills

Bilingual: Spanish

Team leadership

Call center operations

Communication skills

Education

Bachelor’s degree or equivalent

Tools

Word

Excel

Outlook

Job description

Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businessesTeam Leaders support the supervision of the call center staff to ensure prompt and accurate response to customer contacts via all communication channels. They will primarily act in a 50/50 capacity; 50% on the phones managing telecommunications and 50% assisting the Call Center Supervisor with leading the project team.This is your opportunity to join Inizio Engage and represent a top biotechnology company!Why You’ll Love Working HereWe 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 pay that recognizes your experience, expertise, and impactComprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leaveCompany-paid holidays so you can rest, recharge, and focus on what matters mostRecognition programs, contests, and awards that celebrate your contributionsContinuous growth opportunities through learning, leadership development, and career advancement supportA collaborative culture where your ideas are valued and your work makes a differenceWe’re also proud to be recognized for creating an exceptional employee experience:Best Place to Work in BioPharma — 2022, 2023, 2025Certified Great Place to Work — 2021, 2023, 2025, 2026Learn more: https://www.greatplacetowork.com/certified-company/7003732What will you be doing?Provide intermediary service between Call Center Supervisor and Call Center Communicators.Support Business Unit Director, Operations Manager, Client Account Manager and Call Center Supervisor in all project business initiatives and objectives.Update training materials and conduct trainings as directed by Call Center Supervisor.Investigate inquiries and complaints and handle escalations for program.Inform Supervisor and Operations Team of all system failures/slow-downs.Assist with call monitoring; provide timely feedback to Healthcare Communicators.Be innovative, using creativity, imagination and information to develop ideas and suggestions for improvements.Assist the management team with the compilation of individual monthly program metricsDisseminate all project information/directives to team.Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership.Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.Accurately collect information required by individual programs and correctly document data in specific project databases.Complete and accurately document Adverse Events as per client and federal guidelines.Exhibit effective communication and tele-management skills.Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed.Adhere to all company policies and Standard Operating Procedures.Possess effective organizational skills, including working on multiple projects simultaneously.Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).What do you need for this position?Bilingual- Spanish SpeakingBachelor’s degree or equivalent work related experience.2+ years of successful experience training or supervising within a Call Center operation preferred.Excellent verbal, written and listening communication skills.Adept at all applicable computer software, i.e., Word, Excel, and Outlook. Strong aptitude to learn new computer programs and client specific applications as for assigned program.Ability to join frequent meetings and calls without disruption or disconnectingOutstanding customer service, communication, and interpersonal skills.Must possess the ability to train and motivate staff members.Must have stable, reliable, high speed home internet.Must have a designated separate home office space that is quiet and away from distractionsThe base pay range for this position is $14.00/hr – $26.00/hr. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.About Inizio EngageInizio 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 & InclusionInizio 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 InterviewsAs 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.