Biotech Call Center Lead

Ashfield Healthcare, LLC; Yardley (WA); Hybrid; USD 42,000 - 78,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Paid time off

Paid parental leave

Company holidays

Job summary

Inizio Engage in the United States is seeking a Call Center Supervisor to lead a call floor team, ensuring service levels meet client KPIs and maintaining HIPAA compliance. You will coach staff, conduct evaluations, manage staffing and training, and work with internal teams to improve quality and efficiency.

As part of the Business Unit Management Team, you’ll ensure fiscal responsibility, implement performance standards, and support client programs while fostering engagement and operational

Qualifications

• Five years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience.
• General understanding of call management systems, such as CentreVuSupervisor.
• Outstanding customer service, communication, and interpersonal skills.

Responsibilities

• Supervise call center staff and provide daily performance management.
• Provide day-to-day supervision of the communicators.
• Implement and communicate performance standards.
• Coach team members for success and support individual development of direct reports.
• Conduct performance evaluations for designated staff members.
• Address performance issues promptly per Inizio policies.
• Monitor staffing levels and coordinate program trainings.
• Deliver service that meets client KPI’s and maintain service levels.
• Ensure HIPAA compliance and proper phone technique in all calls.

Skills

Supervisory experience

Call center management

Performance coaching

Customer service oriented

Team leadership

Tools

CentreVuSupervisor

Avaya CMS

Word, Excel, PowerPoint, Outlook

Job description

Inizio Engage in the United States is seeking a Call Center Supervisor to lead a call floor team, ensuring service levels meet client KPIs and maintaining HIPAA compliance. You will coach staff, conduct evaluations, manage staffing and training, and work with internal teams to improve quality and efficiency.

As part of the Business Unit Management Team, you’ll ensure fiscal responsibility, implement performance standards, and support client programs while fostering engagement and operational