What are the responsibilities and job description for the Licensed Call Center Supervisor position at Inizio Engage?
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.
Key Responsibilities:
Additional Responsibilities:
Requirements:
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.
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.
Key Responsibilities:
- Supervise call center staff, including active performance management
- Provide day-to-day supervision of the communicators. Implement and communicate performance standards
- 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
Additional Responsibilities:
- 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
- Delvever 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 clients
Requirements:
- Current RN or Pharmacist license
- 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
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.
