Call Center Supervisor

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

The Call Center Supervisor is a critical member of the Business Unit having accountability for all aspects of call floor operations, including direct management and coaching of team members.

The Call Center Supervisor is responsible for ensuring the team delivers service that meets or exceeds agreed client goals, while fostering a culture that strives for operational and compliance excellence. As a member of the Business Unit Management Team, the Call Center Supervisor is also accountable for delivering the service in a fiscally responsible manner.

This is your opportunity to join Inizio Engage and represent a top biotechnology company!

Why You'll Love Working Here

We 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 impact
• Comprehensive 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 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're also 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?

• 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 and according to Inizio policies
• Proactively monitor staffing levels
• Coordinate and deliver program trainings as required by program
• Create and Implement initiatives designed to encourage teamwork and increase employee engagement.
• Supervise call floor operations
• Deliver service that meets or exceeds client KPI's
• Maintain all service levels
• Ensure that all client needs are met with a high degree of quality and compliance to applicable Policies and Standard Operating Procedures
• Manage call center operations in a fiscally responsible manner
• Strategize and collaborate with internal teams to foster a culture and service of continuous quality improvement, offering creative solutions to client
• Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique.
• Develop a contingency plan to maintain adequate coverage levels, in the event of staff shortages. This will include serving as backup handling inbound/outbound calls when needed.
• Analyze daily, weekly and monthly call metric and productivity reports and database metrics, share analysis with Business Unit Leadership Team, and offer recommendations based on analysis.
• Oversee the handling of alternate channel requests as appropriate including, email, voice mail and white mail, and ensuring the timely completion of all.
• As needed, assist with the implementation of program modifications and the scheduling of special call programs.
• Assist Client Account Manager or designee in the development and implementation of new client programs.
• Assist in the development of quality improvement programs as a means to increase productivity and improve service levels.
• Develop contact center policies and procedures.
• 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?

• 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.
• 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.

The base pay range for this position is $42K - $78K per year. The final compensation offered to a successful candidate will