Contact Center Supervisor

Inizio Engage has a long-standing partnership 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!

What’s in it for you?

• 
  Competitive compensation

• Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and bonding time benefits, employee discounts/promotions

• Generous performance-driven Incentive Compensation package

• Competitive environment with company wide recognition, contests, and coveted awards

• Exceptional company culture

• Recognized as a Top Workplace USA 2021

• Awarded a “Great Place to Work” award in 2022 and 2023

• Fortune Best Workplaces in Biopharma 2022

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 Ashfield 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?

• 
  Bachelor’s degree Five years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience.

• REMS Experience is a Must.

• Bilingual (Spanish) preferred

• Experience with Oracel, Verint and CCA Portal

• Ability to pivot and shift priorities on a moments notice

• General understanding of call management systems, such as Five9 and Salesforce.

• Adept at all applicable computer software, i.e., Word, Excel, Powerpoint, and Outlook.

• Ability to join frequent meetings and calls without disruption or disconnecting

• Outstanding customer service, communication, and interpersonal skills.

• Must possess the ability to train and motivate staff members.

• Must have stable, reliable, high speed home internet.

• Must have a designated separate home office space that is quiet and away from distractions

About Inizio Engage

Inizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science, and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people and providers to improve treatment outcomes. Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.

We believe in our values: We empower everyone/We rise to the challenge/We work as one/We ask what if/We do the right thing, and we will ask you how your personal values align to them.

To learn more about Inizio Engage, visit us at: https://inizio.health/

Inizio Engage is proud to be an equal opportunity employer. Individuals seeking employment at Inizio are considered without regards to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related medical conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Inizio will consider for employment qualified applicants with arrest and conviction records.

Inizio Engage is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however, only qualified candidates will be considered.