Remote RN- Call Center Supervisor

Inizio Engage; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Medical coverage

Dental coverage

Vision coverage

401(k) match

Disability insurance

Life insurance

Paid time off

Paid holidays

Recognition programs

Career growth

Job summary

Inizio Engage is seeking a Call Center Supervisor to lead a team on the call floor, delivering high-quality customer service and meeting client goals. This role emphasizes coaching, performance management, and adherence to HIPAA.

You will oversee staffing, training, evaluations, and process improvements while collaborating with internal teams to ensure compliant operations and fiscal responsibility. This position is a full-time opportunity based in the United States.

Qualifications

• Experience in people management or supervision preferred.
• Strong communication and coaching abilities.
• Knowledge of call center metrics and KPIs.

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 per policy.
• Proactively monitor staffing levels.
• Coordinate and deliver program trainings as required by program.
• Create initiatives to encourage teamwork and increase engagement.
• Supervise call floor operations and ensure service levels meet client KPI’s.
• Monitor compliance with HIPAA and proper call techniques.

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

• 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).