About the Role
Title: Licensed Call Center Supervisor
Location: United States
Job Description:
Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.
The Licensed Call Center Supervisor manages a team of virtual clinical educators to ensure high-quality support and business goals are met in accordance with compliance requirements. To effectively monitor performance, resources allocation, resolve issues, and implement process improvements within the team.
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
- Ability to join frequent meetings and calls without disruption or disconnecting
- 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).
What do you need for this position?
- Current RN or RT (Respiratory Therapist)
- EST or CST time zone preferred
- 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.
- Must possess the ability to train and motivate staff members.