Biotech Call Center Supervisor & Team Coach

Ashfield Healthcare; United States; On-site; 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 time off

Paid maternity and paternity leave

Holidays

Job summary

Inizio Engage is seeking a Call Center Supervisor to lead a busy healthcare client’s support team in the United States. You will supervise staff, drive performance, and ensure service levels meet client KPIs while upholding HIPAA and quality standards.

Join a collaborative team and help implement training, staffing plans, and process improvements that enhance patient experiences and operational efficiency. Competitive compensation and comprehensive benefits are offered.

Qualifications

• Five years experience supervising within a Call Center, Team Lead or Supervisor role.
• General understanding of call management systems such as CentreVuSupervisor.
• Proficiency with Word, Excel, PowerPoint, Outlook and Avaya CMS.
• Outstanding customer service, communication and interpersonal skills.
• 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 performance standards.
• Coach team members for success and support direct reports' development.
• Conduct performance evaluations and new hire interviewing/training.
• Monitor staffing levels and ensure service levels meet client KPIs.
• Develop and implement quality improvement programs and training initiatives.

Skills

Call center supervision

Performance management

Staff training

Customer service excellence

HIPAA compliance

Staff coaching

Disciplinary actions

Staff scheduling

Tools

CentreVuSupervisor

Word

Excel

PowerPoint

Outlook

Avaya CMS

Job description

Inizio Engage is seeking a Call Center Supervisor to lead a busy healthcare client’s support team in the United States. You will supervise staff, drive performance, and ensure service levels meet client KPIs while upholding HIPAA and quality standards.

Join a collaborative team and help implement training, staffing plans, and process improvements that enhance patient experiences and operational efficiency. Competitive compensation and comprehensive benefits are offered.