Bilingual Contact Center Supervisor

Inizio Engage•Yardley, PA

5d•Onsite

About The Position

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 Management, 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!

Requirements

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

Responsibilities

Strategic Business Unit leader, responsible for success of all aspects of program.
Participate in all aspects of project implementation including contract development, staff modeling and pricing.
Collaborate with Business Development to identify, develop and manage efficient, revenue generating strategies.
Communicate with senior level client contacts regularly (written and verbal) to update on project performance and strategic initiatives.
Develop and nurture business relationships to gain/share insight and network to identify future opportunities.
Direct designated project team members in their role as liaisons between clients, call center staff and other internal resources/departments and outside vendors to ensure successful program implementation and delivery of agreed upon service level/quality expectations.
Oversee and provide guidance on the strategy and tactics for program implementation.
Review and make recommendations regarding staffing models, training plans and reporting templates to ensure contract obligations are met with a high degree of accuracy, efficiency and customer satisfaction.
Provide counsel to clients and assigned staff to develop programs and address issues in a legal and regulatory compliant manner.
Responsible for Inside Sales teams and account management oversight and management of assigned Business Unit.
This includes employee recruitment, development and retention.
Accountable for the profitability of projects in assigned Business Unit.
Ensure accurate and timely invoicing
P&L Review
Adherence to client budgets and work/purchase orders
Management and oversight of contract negotiations
Actively participate in the creation and delivery of periodic client business reviews, operational and contract related meetings.
Act as Subject Matter Expert (SME) across Business Units in identified area(s).
Nurture and support team and corporate culture within Business Units.
Participate in creation and communication of corporate vision while empowering Business Unit to act on Inizio’s vision.