Bilingual Team Lead Non-Licensed

Inizio Engage; United States; Teletrabalho; USD 19 000 - 36 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive pay

Medical, dental, vision benefits

401(k) with company match

Paid time off

Resumo da oferta

InizioEngage is seeking a remote Team Leader to supervise call center staff and ensure prompt, accurate responses across channels. The role splits 50/50 between on-phone telecommunications and assisting the Call Center Supervisor with leading the project team.

Candidates should have 2+ years of training or supervising in a Call Center, bilingual Spanish skills, and strong communication abilities. The base pay range is $14.00/hr to $26.00/hr, with benefits and growth opportunities.

Qualificações

• Bilingual Spanish-speaking capability required.
• Bachelor’s degree or equivalent work experience.
• 2+ years training or supervising in a Call Center is preferred.
• Excellent verbal, written and listening communication skills.
• Comfort with Word, Excel and Outlook; quick learner of client-specific apps.
• Ability to join frequent meetings and calls without interruptions.
• Outstanding customer service and interpersonal skills.

Responsabilidades

• Provide intermediary service between Call Center Supervisor and Call Center Communicators.
• Support Directors and Managers in project initiatives and objectives.
• Update training materials and conduct trainings as directed.
• Investigate inquiries and handle escalations for the program.
• Inform team of system failures/slow-downs.
• Assist with call monitoring and provide timely feedback.

Conhecimentos

Bilingual Spanish

Training experience

Call center

Communication skills

Formação académica

Bachelor’s degree

Ferramentas

Word

Excel

Outlook

Descrição da oferta de emprego

InizioEngagehas a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses

Team Leaders support the supervision of the call center staff to ensure prompt andaccurateresponse to customer contacts via all communication channels. They will primarily act in a 50/50capacity;50% on the phones managing telecommunications and 50%assistingthe Call Center Supervisor with leading the project team.

This is your opportunity to joinInizioEngageandrepresent 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 pay that recognizes your experience,expertise, and impact

• Comprehensive benefits including medical, dental, and vision coverage;accruedpaid time off; 401(k) with company match; disability and life insurance; and paid maternity andpaternity leave

• Company-paid holidays so you can rest, recharge, and focus on what matters most

• Recognition programs, contests, and awards that celebrate your contributions

• Continuous growth opportunities through learning, leadership development, and career advancement support

• A collaborative culture where your ideas are valued and your work makes a difference

We’realso proud to be recognized for creating an exceptional employee experience:

• Best Place to Work in BioPharma — 2022, 2023, 2025

• Certified Great Place to Work® — 2021, 2023, 2025, 2026

Learn more: https://www.greatplacetowork.com/certified-company/7003732

What will you be doing?

• Provide intermediaryservicebetween Call Center Supervisor and Call Center Communicators.

• Support BusinessUnit Director, Operations Manager, Client Account Manager and Call Center Supervisor in all project business initiatives andobjectives.

• Update training materials and conducttrainingsas directed by Call Center Supervisor.

• Investigate inquiries and complaints and handle escalations forprogram.

• Inform Supervisor and Operations Team of all system failures/slow-downs.

• Assistwith call monitoring; providetimelyfeedback to Healthcare Communicators.

• Be innovative, using creativity,imaginationand information to develop ideas and suggestions for improvements.

• Assistthe management team with the compilation of individual monthly programmetrics

• Disseminate all project information/directives toteam.

• Lead by example, adhering to corporate compliance anddemonstratingthe 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 AdverseEvents asper client and federal guidelines.

• Exhibit effective communication and tele-management skills.

• Converse with callers in an empathetic manner andfacilitatethe callers in their ability to understand medical terminology, as needed.

• Display flexibility withindepartmentto maximizeutilization, 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 guidelinesset forth inthe Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

What do you need for this position?

• Bilingual- Spanish Speaking

• Bachelor’sdegree or equivalentwork relatedexperience.

• 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 learnnew computer programs and client specific applications as for assignedprogram.

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

• Outstanding customer service, communication, and interpersonal skills.

• Mustpossessthe 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 fromdistractions

The base pay range for this position is $14.00/hr – $26.00/hr. The final compensation offered to a successful candidate will bedeterminedby factors such as experience, skills, internal equity, and business needs.

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.

InizioEngage complies 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.