Biotech Call Center Lead — Growth & Compliance

Inizio Engage; United States; Remote; USD 42,000 - 78,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, and vision coverage

401(k) with company match

Disability and life insurance

Paid holidays

Recognition programs

Learning and career advancement

Collaborative culture

Job summary

Inizio Engage is seeking a Call Center Supervisor to lead a busy call floor within a biotechnology context. You’ll oversee performance, coach staff, conduct evaluations, and recruit/train new hires to deliver high-quality, compliant service to clients.

You will manage staffing, coordinate program trainings, monitor metrics, and ensure adherence to HIPAA and client SOPs while driving continuous improvement and engagement across the team.

Qualifications

• Current RN or Pharmacist license.
• Five years experience supervising within a Call Center, preferable in Team Lead or Supervisor role; or equivalent experience.
• General understanding of call management systems, such as CentreVuSupervisor.
• Adept at all applicable computer software, i.e., Word, Excel, Powerpoint, Outlook and Avaya CMS.
• Outstanding customer service, communication, and interpersonal skills.
• Must possess the ability to train and motivate staff members.

Responsibilities

• Supervise call center staff, including active performance management.
• Provide day-to-day supervision of the communicators. Implement and communicate performance standards.
• Provide Clarity, Gain Commitment and Hold Accountable on performance expectations.
• Coach team members for success and support individual development of direct reports.
• Conduct performance evaluations for designated staff members.
• Conduct new hire interviewing and training.
• Address performance issues, including disciplinary actions and terminations in a timely manner.
• Proactively monitor staffing levels.
• Coordinate and deliver program trainings as required by program.
• Create and implement initiatives to encourage teamwork and engagement.
• Supervise call floor operations and service levels.
• Ensure HIPAA compliance and quality standards.
• Develop contingency plans for coverage during shortages.

Skills

Supervising call center

Customer service

Communication skills

Interpersonal skills

Education

RN or Pharmacist license

Tools

CentreVu Supervisor

Word

Excel

PowerPoint

Outlook

Avaya CMS

Job description

Inizio Engage is seeking a Call Center Supervisor to lead a busy call floor within a biotechnology context. You’ll oversee performance, coach staff, conduct evaluations, and recruit/train new hires to deliver high-quality, compliant service to clients.

You will manage staffing, coordinate program trainings, monitor metrics, and ensure adherence to HIPAA and client SOPs while driving continuous improvement and engagement across the team.