Bilingual Contact Center Supervisor

Inizio Engage•Yardley, PA

About The Position

The Bilingual Contact Center Supervisor is a Business Unit Management leader accountable for call center operations, team management and coaching, and delivery of client services that meet or exceed agreed goals. The role promotes operational and compliance excellence while ensuring services are delivered in a fiscally responsible manner. The position leads program success across implementation, staffing, client relationships, service quality, employee development, and financial performance. It works with Business Development, clients, internal teams, and outside vendors to deliver contracted services, identify business opportunities, manage budgets and contracts, and support the company’s culture and vision. Spanish fluency is required.

Requirements

Must be fluent in Spanish.
Bachelor’s degree in Health Science, Telecommunications, Marketing, or a related field, or equivalent work-related experience.
Demonstrated analytical skills and sound decision-making abilities.
Experience with contracting and budget management, fiscal accountability, managing direct-report employees, and operational execution of client contracts to exceed projected goals.
Strong coaching and people-development skills, including providing consistent, actionable employee feedback.
Practical understanding of the pharmaceutical and healthcare industries, including industry conditions, sales, potential opportunities, managed care environments, and competition.
Experience in an inside-sales call center environment, preferably in a management, quality, or client-facing role.
Experience writing and presenting operational task orders for clients and developing key business contacts among senior client management.
Success leading internal and/or external teams over extended periods.
Ability to join frequent meetings and calls without disruption or disconnecting.

Responsibilities

Lead the Business Unit and take responsibility for all aspects of program success.
Participate in project implementation, including contract development, staff modeling, and pricing.
Collaborate with Business Development to identify, develop, and manage efficient, revenue-generating strategies.
Communicate regularly with senior-level client contacts about project performance and strategic initiatives, and develop relationships to identify future opportunities.
Direct project team members acting as liaisons among clients, call center staff, internal resources and departments, and outside vendors.
Oversee program implementation strategy and tactics; review and recommend staffing models, training plans, and reporting templates.
Advise clients and staff on developing programs and addressing issues in a legally and regulatorily compliant manner.
Oversee Inside Sales teams and account management for the assigned Business Unit, including employee recruitment, development, and retention.
Manage project profitability and review P&L.
Ensure accurate and timely invoicing and adherence to client budgets and work or purchase orders.
Manage and oversee contract negotiations.
Participate in preparing and delivering periodic client business reviews and operational and contract-related meetings.
Serve as a subject matter expert across Business Units in identified areas.
Nurture and support team and corporate culture, communicate corporate vision, and empower the Business Unit to act on that vision.
Provide employees with consistent, actionable feedback and coach and develop team members.