Bilingual Contact Center Supervisor

InizioEngage has a long-standingpartnershipa leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.

The Call Center Supervisor is a critical member of the Business Unit Management, havingaccountabilityfor all aspects of call floor operations, including direct management and coaching of team members. The Call Center Supervisoris responsible forensuring 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 joinInizioEngage and represent a top biotechnology company!

What’sin it for you?

• Competitive compensation

• Excellent Benefits –accruedtime off, medical, dental, vision, 401k, disability & life insurance, paid maternity andpaternity leavebenefits, employee discounts/promotions

• Employee discounts & exclusive promotions

• Recognition programs, contests, and company-wide awards

• Exceptional, collaborative culture

• Best Places to Work in BioPharma (2022, 2023, & 2025)

• Certified Great Place to Work (2022, 2023, 2025)

What will you be doing?

• Strategic Business Unit leader, responsible forsuccessof all aspects ofprogram. Participate in all aspects of projectimplementationincluding contract development, staffmodelingand pricing.

• Collaborate with Business Development toidentify,developand 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 toidentifyfuture 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 recommendationsregardingstaffing models, trainingplansand reporting templates to ensure contract obligations are met with a high degree of accuracy,efficiencyand 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,developmentand retention.

• Accountable for the profitability of projects inassignedBusiness Unit.

• Ensureaccurateandtimelyinvoicing

• P&L Review

• Adherence to client budgets and work/purchase orders

• Management and oversight of contract negotiations

• Activelyparticipatein the creation and delivery of periodic client business reviews, operational and contract related meetings.

• Act as Subject Matter Expert (SME) across Business Units inidentifiedarea(s).

• Nurture and support team and corporate culture within Business Units. Participate in creation and communication of corporate vision while empoweringBusinessUnit to act onInizio’svision.

What do you need for this position?

• Must be fluent in Spanish

• Bachelor’s Degree in Health Science, Telecommunications,Marketingor related field or equivalentwork relatedexperience

• Demonstrated analytical skills and sounddecision makingabilities.

• 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 andpeopledevelopment skills.Provide employees with actionable feedback on a consistent basis.

• A practical understanding of the pharmaceutical and healthcare industries.Understanding ofcurrent industry climates including sales, potential opportunities, managed careenvironmentsand competition.

• Experience working ininsidesales call center environment, preferably in a management, quality or client facing position.

• Experience withwriting and presenting operational task orders for clients. Ability to develop key business contactsamongsenior 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